NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org , a nd interact with us on LinkedIn , Glassdoor , Indeed , __Facebook , Twitter , YouTube and Instagram .
Position Summary:
We have an exciting opportunity to join our team as a Senior II Analyst - Telecom.
In this role, the candidate will be a dedicated and analytical Unified Communications and Contact Center Operations Support Analyst to join our MCIT (Medical Center Information technology) Infra Unified Communication and Collaboration team. This role involves providing comprehensive analysis and support for the technology systems that underpin our contact center operations and collaboration infrastructure. The successful candidate will be crucial in ensuring these systems meet our evolving business requirements.
Job Responsibilities:
* **System Analysis and Support:**
* Conduct in-depth analysis of our unified communications and contact center systems.
* Identify areas for improvement, optimization, and troubleshoot issues as they arise.
* **Operational Support:**
* Provide ongoing support for unified communications and contact center operations.
* Address and resolve user and systems-related issues, minimizing downtime and operational disruptions.
* **Technical Liaison:**
* Act as a key point of contact between the technical team, end-users, and external vendors to deliver uninterrupted service.
* Facilitate effective communication and collaboration among different teams.
* **Reporting and Documentation:**
* Prepare detailed reports on system performance, incident logs, and resolutions.
* Maintain accurate documentation for systems, processes, and user guidelines.
Additional Position Specific Responsibilities:
Continuous Improvement:
Participate in continuous improvement initiatives to enhance system capabilities and performance.
Keep abreast of the latest industry trends and technologies in unified communications and contact centers.
Training and Knowledge Sharing:
Conduct training sessions for end-users and team members on system functionalities and updates.
Share knowledge and best practices within the team to foster a learning environment.
Minimum Qualifications:
To qualify you must have a Bachelor's degree in information technology, Computer Science, or a related field.
Proven experience in analyzing and supporting unified communications and contact center operations.
Strong understanding of contact center technologies and collaboration tools.
Excellent problem-solving skills and attention to detail.
Effective communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment.
Experience with specific systems such as Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms is highly desirable.
Preferred Qualifications:
Requires 5-10 years of relevant experience or a BA/BS Degree or the equivalent learned job experience in the Telecom space.
Superior communication skills, both written and verbal
Possess strong customer service and problem solving skill set
Strong Project Management Skills with PMP Preference
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $97,589.95 - $103,880.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here
Required Skills
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