Cisco / NICE Integration Application Analyst
Job #: 5651
Job Title: Cisco / NICE Integration Application Analyst
Location: Yonkers, NY
Duration: 6 months
Installs new applications, upgrades existing applications and provides go-live and rollout support. Support users on new applications, modules and functionality. Evaluates operational workflows and create system specifications from user requirements.
Install new applications, new components, and upgrade existing applications. Configure application settings. Provide go-live and rollout support. Support users on new applications, modules, and functionality. Provide application troubleshooting support for the application(s). Resolve the issue, forward it to the correct group for remediation, or elevate it to the vendor if required. Assist with determining how a new system, upgrade, or new component can best meet the needs of the users. Analyze business/clinical needs and requirements. Evaluate the operational workflow that is applied to the system. Create system specifications from user requirements. Create test plans and test new systems, version upgrades, and any system modification. Document all outcomes of testing. Design database queries and create reports utilizing a report-writing tool. Monitor application issues and evaluate issues as they arise. Write and maintain accurate and current documentation regarding application(s) supported by the team. Participate in the maintenance of training materials and disseminate materials to users. Provide timely, effective, and professional customer support on a 24x7 rotating basis. Work with the help desk and support personnel on escalated issues to identify problems and resolve them. Triage network, hardware, or workstation issues as required. Analyze necessary application modifications and work with the appropriate Montefiore IT associate or the vendor to coordinate the modification. Act as a liaison to the vendor for Montefiore IT or the client. Contact vendor to report escalations and obtain assistance with solving issues. Assist with the coordination of vendor activities including hardware or software installation. Montefiore IT is a professional services organization with a matrix reporting structure. Associate's roles may differ depending on the project, however, their position and title remains the same. Qualifications: Application implementation, troubleshooting, and support; Application testing; Related clinical or business experience; Bachelor's degree or equivalent experience.
In-depth knowledge of Cisco and NICE WFM Integration
Keen knowledge of WFM configuration in NICE - Call Type preferred not required
Knowledgeable in Contact Center Operations: Staff planning Intraday management , scheduling and long term staffing in NICE
Ability to customize NICE and Cisco reporting
Keen attention to details and ability to troubleshoot NICE WFM Configuration and or system errors.
Ability to communicate across all levels of the organization; in writing and verbally.
Sriven Infosys Inc
Thu, 15 Jun 2017 11:11:46 PDT