Technology Specialist II - Senior Cisco Contact Center Engineer - Digital and Technology Partners - DTP Network Services - Hybrid/Onsite

Technology Specialist II - Senior Cisco Contact Center Engineer - Digital and Technology Partners - DTP Network Services - Hybrid/Onsite, Req#3012768

We are seeking a Senior Cisco Contact Center Engineer to join our dynamic team on-site two days / remotely three days a week at Mount Sinai Health System.  The candidate should be a Cisco Contact Center subject Matter Expert, who will play a crucial role in the design, implementation, and support of our Enterprise Contact Center infrastructure, ensuring the stability, reliability, and performance of this environment

• Serve as a Call Center Subject Matter Expert, providing expertise and leadership in all aspects of Call Center Operations.
• Design, implement, support, and maintain Cisco Contract infrastructure, including PCCE and UCCX Scripting and
• Troubleshooting, VMWare / VCenter,  Windows Servers, Voice Routers, etc.
• Knowledge on Verint QM/WFM, Calabrio QM , etc.
• Demonstrate expert knowledge of PCCE and UCCX Scripting and Trouble Shooting.
• Be able to  performance Voice troubleshooting and optimization
• Utilize standard tools monitoring, management, and troubleshooting, RTMT, etc.
• Be able to create professional documents on call flow
• Aid in the resolution of escalated issues and actively participate in problem management activities.
• Cross-train other IT staff members in the maintenance and usage of Call Center technology.
• Research new Call Center technologies and processes to improve the environment.
   

• Bachelors degree in a technical discipline; Masters degree preferred  
• Ten years of related experience, In -depth knowledge of associated technology areas that could impact area of responsibility; healthcare technology experience preferred.
• Preferred Cisco Certified Network Professional (CCNP) or equivalent certification in Contact Center and working knowledge of networking.
• Minimum of 6 years of experience as an Enterprise Call Center Engineer.
• Strong expertise in designing, implementing, and supporting Call Center infrastructure
• Excellent troubleshooting skills and ability to resolve complex call routing issues.
• Effective communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Commitment to continuous learning and staying updated with industry trends and best practices.

Non-Bargaining Unit, 294 - DTP Network Services - MSH, Mount Sinai Hospital

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:  

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

We work hard to acquire and retain the best people and to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to professional advance. We share the belief that all employees, regardless of job title or expertise contribute to the patient experience and quality of patient care.

 Explore more about this opportunity and how you can help us write a new chapter in our history!

“About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative appro