Call Center Application Specialist

State Of Massachusetts Quincy , MA 02170

Posted 2 months ago

The Massachusetts Executive Office of Health and Human Services (EOHHS) is the largest secretariat in MA state government, comprised of 16 agencies with over 20,000 employees statewide. EOHHS services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth some of our most vulnerable children, youth, adults, and elders. EOHHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders, individuals with disabilities, and veterans with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf or hard of hearing.

The Massachusetts Executive Office of Health and Human Services (EHHS) is seeking to hire a Call Center Application Specialist to join our EHHS Quincy Call Center team. The Call Center Application Specialist will be mainly responsible for the day to day monitoring and troubleshooting of all the EHHS Call Center environments. This includes proactive maintenance task and POC for any major incidents. The incumbent will be responsible for the day to day moves, adds, configuration changes of the Call Center environment. This includes changes to IVR, Call Tree Structures, skill group creations, greeting recordings and modifications. The Call Center Application Specialist will also be the main POC for Mass Health and DTA reporting using tools out of the Call Center application. This includes custom reports, dashboards, queries and especially custom-built queries from Beacon Application into Cognos.

Responsibilities:

  • SME for current projects to add services to the Call Center application. These include customer call back, out-dialing campaigns, and integrating email to Finesse. (all services that both DTA and MassHealth have expressed interest in to enhance their business models)

  • SME export and vital resource for open project to move the current premise-based Call Center environment to the cloud.

  • Primary System Administrator for ICM, CVP, CUIC, and Finesse

  • Single point of contact to field for problem reporting and troubleshooting as well as with Vendor for High Priority and Major Incidents

  • Primary technical contact for Contact Center Statement of work; RFP, and RFI (DTA, MH, IT)

  • Proactively monitor for alarms, issues, capacity, and anomalies

  • Develop Intraday and daily SQL*Server Integration Services data export query packages for EHS Enterprise Applications Oracle Analytics data warehouse

  • Develop and deploy easy to run, standardized TAO reports and dashboards for EHS Enterprise Applications

  • Train and support Analytics staff on CUIC reports and dashboards for EHS Enterprise Applications

  • Management Consulting on CC best practices and service outlier strategy

  • Support statewide virtual queues leveraging all Locations to optimize client access

  • Support high priority Assister Lines for Business

  • Support Greenfield call center applications for Substance Use Treatment and Pre-Trial

Preferred Knowledge, Skills & Abilities:

  • Strong technical knowledge of related IT systems, protocols, and architectures including UCCE, UCCX, UCCH, CVP, SQL*Server, Windows Server, Unix, Call Manager, SIP, QOS.

  • Ability translate business priorities to technical requirements can represent input at all levels from C-level stakeholders to first- line superiors and agents; experience programing with tools such as ICM script editor, CVP Studio, CUIC, and SQL.

  • Strong working knowledge of call center data analytics and information management. Ability to analyze, prioritize, and rationalize call center KPIs using custom reports, dashboards, and direct SQL queries.

  • Established thought leader, providing management consulting on call center and industry best practices; trusted advisor to constituent agencies.

  • Strong written skills, to develop call center technical requirements, RFP input, training materials, and job aids.

Education and Certifications:

  • Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience.

Total Compensation:

As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:

  • 75% state paid medical insurance premium

  • Reasonable Dental and Vision Plans

  • Flexible Spending Account and Dependent Care Assistance programs

  • Low cost basic and optional life insurance

  • Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan

  • 11 paid holidays per year and competitive Sick, Vacation and Personal Time

  • Tuition Benefit for employee and spouse at state colleges and universities

  • Long-Term Disability and Extended Illness program participation options

  • Incentive-based Wellness Programs

  • Professional Development and Continuing Education opportunities

  • Qualified Employer for Public Service Student Loan Forgiveness Program

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired.

For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."

Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines - Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.

First consideration will be given to those applicants that apply within the first 14 days.

Please see Preferred Qualifications.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.


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VIEW JOBS 3/16/2019 12:00:00 AM 2019-06-14T00:00 The Massachusetts Executive Office of Health and Human Services (EOHHS) is the largest secretariat in MA state government, comprised of 16 agencies with over 20,000 employees statewide. EOHHS services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth — some of our most vulnerable children, youth, adults, and elders. EOHHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders, individuals with disabilities, and veterans with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf or hard of hearing. The Massachusetts Executive Office of Health and Human Services (EHHS) is seeking to hire a Call Center Application Specialist to join our EHHS Quincy Call Center team. The Call Center Application Specialist will be mainly responsible for the day to day monitoring and troubleshooting of all the EHHS Call Center environments. This includes proactive maintenance task and POC for any major incidents. The incumbent will be responsible for the day to day moves, adds, configuration changes of the Call Center environment. This includes changes to IVR, Call Tree Structures, skill group creations, greeting recordings and modifications. The Call Center Application Specialist will also be the main POC for Mass Health and DTA reporting using tools out of the Call Center application. This includes custom reports, dashboards, queries and especially custom-built queries from Beacon Application into Cognos. Responsibilities: * SME for current projects to add services to the Call Center application. These include customer call back, out-dialing campaigns, and integrating email to Finesse. (all services that both DTA and MassHealth have expressed interest in to enhance their business models) * SME export and vital resource for open project to move the current premise-based Call Center environment to the cloud. * Primary System Administrator for ICM, CVP, CUIC, and Finesse * Single point of contact to field for problem reporting and troubleshooting as well as with Vendor for High Priority and Major Incidents * Primary technical contact for Contact Center Statement of work; RFP, and RFI (DTA, MH, IT) * Proactively monitor for alarms, issues, capacity, and anomalies * Develop Intraday and daily SQL*Server Integration Services data export query packages for EHS Enterprise Applications Oracle Analytics data warehouse * Develop and deploy easy to run, standardized TAO reports and dashboards for EHS Enterprise Applications * Train and support Analytics staff on CUIC reports and dashboards for EHS Enterprise Applications * Management Consulting on CC best practices and service outlier strategy * Support statewide virtual queues leveraging all Locations to optimize client access * Support high priority Assister Lines for Business * Support Greenfield call center applications for Substance Use Treatment and Pre-Trial Preferred Knowledge, Skills & Abilities: * Strong technical knowledge of related IT systems, protocols, and architectures including UCCE, UCCX, UCCH, CVP, SQL*Server, Windows Server, Unix, Call Manager, SIP, QOS. * Ability translate business priorities to technical requirements – can represent input at all levels – from C-level stakeholders to first- line superiors and agents; experience programing with tools such as ICM script editor, CVP Studio, CUIC, and SQL. * Strong working knowledge of call center data analytics and information management. Ability to analyze, prioritize, and rationalize call center KPIs using custom reports, dashboards, and direct SQL queries. * Established thought leader, providing management consulting on call center and industry best practices; trusted advisor to constituent agencies. * Strong written skills, to develop call center technical requirements, RFP input, training materials, and job aids. Education and Certifications: * Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience. Total Compensation: As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including: * 75% state paid medical insurance premium * Reasonable Dental and Vision Plans * Flexible Spending Account and Dependent Care Assistance programs * Low cost basic and optional life insurance * Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan * 11 paid holidays per year and competitive Sick, Vacation and Personal Time * Tuition Benefit for employee and spouse at state colleges and universities * Long-Term Disability and Extended Illness program participation options * Incentive-based Wellness Programs * Professional Development and Continuing Education opportunities * Qualified Employer for Public Service Student Loan Forgiveness Program Pre-Hire Process: A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants." Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines - Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website. First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. State Of Massachusetts Quincy MA

Call Center Application Specialist

State Of Massachusetts