Network Architect (Call Center)

Job description

Job location: Medley, FL


Employment Type: Full-time
Posted data: 2020-11-18
Req: R100042437
Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

Transforming Lives

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

The Network Architect designs computer networks, including local area networks (LANs), wide area networks (WANs), internet, intranet, and other data communications systems. Moreover, this employee creates, tests, and evaluates networks in furtherance of the University’s goals and objectives.

CORE JOB FUNCTIONS

Works closely with network engineers and senior architects. Manages the growth and development of network systems. Analyzes, evaluates, and makes recommendations regarding new technology and trends to meet corporate needs. Provides troubleshooting services on complex network problems. Maintains the University’s connections to regional, national, and international networks, and computing resources. Assists in producing and maintaining technical documents and contributes to the creation of policies and procedures, as well as infrastructure standards and support. Sets the direction of processes and deliverables for the enterprise network infrastructure. Assists and advises the staff directly in their use of networking and other computing resources for their research and teaching. Assists in creating and developing formal guidelines and policies to ensure appropriate systems’ support and design. Responds to needs and requirement assessments of Information Technology. Monitors the development of new standards, with TCP/IP and other networking technologies, with attention to the impact on the networking environment. Adheres to University and unit-level policies and procedures and safeguards University assets.

CORE QUALIFICATIONS

Education:

Bachelor’s Degree in relevant field required.

Experience:

Minimum 8 years of relevant experience

Knowledge, Skills and Attitudes:

  • Skill in completing assignments accurately and with attention to detail.
  • Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
  • Ability to process and handle confidential information with discretion.
  • Ability to work evenings, nights, and weekends as necessary.
  • Commitment to the University’s core values.
  • Ability to work independently and/or in a collaborative environment.

Department Specific Functions

  • This role requires combining Call Center Systems technical expertise including build, implementation, and development with Call Center Project Management experience in order to develop Call Center technologies, lead technical resources, and collaborate with operational and business owners to lead successful implementations and support.
  • Proven experience with Contact Center Platforms (CCaas or PaaS) such as Nice InContact.
  • Ability to understand, document, and adapt existing business processes to a new software platform.
  • Expert knowledge for the recommendation of using call center best practices (Merging AA’s to improve customer experience, distributing agents into different teams, call flow and prioritization, different security access for different roles, etc.).
  • Experience building detailed Business Requirement Documents and as well as detailed Call Center Software Build documentation.
  • Knowledge of existing and future Call Center technologies that help improve Customer Experience.
  • Knowledge of Nice InContact Studio script development (IVR, E-Mail, Chat).
  • Platform administration including but not limited to creating users, security profiles, skills, points of contact, hours of operation, unavailable codes, dispositions, etc.
  • Creation of Inbound and Outbound campaigns.
  • Understanding of how CCaaS (i.e. Nice InContact) integrates with other platforms (e.g. AmplifAI, Epic, EMRs).
  • Understanding of VoIP and Networking.
  • Ability to analyze and articulate data/reports/dashboards to new call center managers and the data relates to the business.
  • Extensive experience with documentation of existing platforms at new call centers (Current AA’s with their wording, current agents and their roles, Current lines/numbers, etc.).
  • Experience and knowledge of Omni-channel technology and how interactions integrate with business processes.
  • Experience with ACD and IVR integration, management, and administration.
  • System development knowledge to include: API’s, HTML, Webservice.
  • Experience with Workforce Management and/or Quality Management tools.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University of Miami School of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

i107

 

 

 

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Job No:
Posted: 11/20/2020
Application Due: 2/18/2021
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