Cisco Call Routing Specialist – Detroit, MI – Blue Cross Blue Shield of Michigan

Cisco Call Routing Specialist – Detroit, MI – Blue Cross Blue Shield of Michigan

Posted On: 2-7-2016
Position Title: Cisco Call Routing Specialist (OPE000KE)
Job Location: Detroit, MI
Apply Online: www.mibluetalent.com

Job Descriptions

Internal or External Customer service and relationship management, first line of support, desktop technology support and help desk, site support.

With general guidance and coaching, provides analytical support to a specific group of customers on business applications, infrastructure and technology related activities. Acts as a project team member, specifically on  requirements definition and testing activities. Provides guidance, assistance, coordination and follow-up on complex problems and ensures resolution. Assists customers on their migration to new or revised products,  applications and platforms. Works with application developers and operations personnel to support production applications and customer-specific operations. Other duties may be assigned.

The selected candidate will be afforded the opportunity to choose whether they are based out of our Detroit, Lansing or Grand Rapids office.
This position is responsible for:
– Working primarily with IVR, Cisco UCCe, Virtual Hold, Verint Impact 360 and Exony
– Consulting with call center leaders to develop call routing improvements including
– Gathering business requirements – what problem is the business trying to solve
– Determining technical alternatives and recommendations
– Consulting with IT to confirm options and time frames for deployment
– Documenting and presenting design option for approval
– Testing of routing change prior to deployment and on go live date
– Trouble shooting of call routing concerns working with call center staff to gather information
– Auditing of current call flows to ensure proper function and that documentation is up to date
– Exony report/dashboard support including
– Educating the call centers and vendor leaders on the reports & dashboard
– Providing design sessions on changes or new reports/dashboards working with workforce reporting & IT
– Training of new leaders on Exony reports and re-skilling
– Troubleshooting Exony concerns
– Project support for call center initiatives – any new technology implementations
– Work closely with other Workforce Optimization teams (WFM, WFR & VRM) to ensure all are aware of and on board with any changes so supporting processes are updated accordingly
– Ensure proper IVR integration with call routing – work with IVR team to understand IVR changes and any impact to call routing
– Provide on call support for technology outages and changes due to peak times, holidays, etc.
– Vendor integration and call routing support – including documentation of numbers at the vendor for various lines of business. If the vendor has a phone outage – we need to help determine if the issue is on our end or the vendors – support troubleshooting and resolution

– Communication to call center leaders and Service Ops Support (WFM, WFR, CCTT) and executive leaders on outages Some of the skills needed are:
– Knowledge of Cisco UCCe including skills based routing and precision routing options.
– Knowledge of script editor or a strong technical knowledge of call routing and call center operations
– Excellent communication skills – Able to relate to technical and non technical personnel with ease
– Good presentation skills
– Good organization and documentation skill
– Ability to function in project settings with minimal supervision
– Attention to detail
– Willingness to get the job done even if it means adjusting your day to do so.

Internal or External Customer service and relationship management, first line of support, desktop technology support and help desk, site support.

With general guidance and coaching, provides analytical support to a specific group of customers on business applications, infrastructure and technology related activities. Acts as a project team member, specifically on  requirements definition and testing activities. Provides guidance, assistance, coordination and follow-up on complex problems and ensures resolution. Assists customers on their migration to new or revised products, applications and platforms. Works with application developers and operations personnel to support production applications and customer-specific operations. Other duties may be assigned.
QUALIFICATIONS:
— Bachelor’s Degree in related field preferred.
– Minimum three (3) to five (5) years related experience preferred.
– Excellent analytical, organizational, verbal and written communication skills.
– Significant creativity is required.
– Other related skills and/or abilities may be required to perform this job.

DEPARTMENTAL REQUIREMENTS:
– Experience leading technology implementation initiatives (e.g. system upgrades, new technology rollouts, etc.).
– Develop Identify strategic plans and create Business Cases to support the organizational goals for call routing structure and call center efficiencies.
– Ability to manage projects from Initiation to Implementation.
– Ability to partner with departmental key stakeholders and cross-functional groups (call centers, IT, etc.) to identify opportunities for improving process and daily operations.
– Proficient in key Cisco components including but not limited to ICM, Call Manager, UCCE skills based routing, Cisco Call Back.
– Adaptable to customer/business needs – including flexibility in scheduling.
– Ability to educate key partners on strategic direction and sell the value.

Preferred Skills:
– SQL Database and query creation.
– Proficient in Access, Crystal Reports,SharePoint.
– Proficient in Verint Impact 360 ( Blue Pumpkin)
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, protected veteran status or status as an individual with a disability.