Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage

Job Summary

We are seeking a dedicated Cloud Call Center Administrator to join our team. In this position, you are responsible for the implementation and support of various types of contact center solutions with a focus on the Nice InContact platform. This role requires strong communication skills and experience translating business requirements into technical deliverables and executing on those to ensure successful customer interactions. Has the ability to troubleshoot complex SIP/IP telephony and contact center problems with little or no supervision. Fields escalated problems and issues to vendors as necessary.

• Work From Home - Hybrid (3 days onsite, 2 days remote) after successful completion of IN OFFICE TRAINING and meeting expectations with management approval

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Analyze, build and modify call routing, agent script flow and data capture utilizing InContact Studio
• Develop timelines, work estimates, cost projections and manage projects to approved guidelines; review and consult on design and technical approach of projects to ensure consistency
• Establish and meet short- and long-term department goals in accordance with overall company objectives and divisional strategic planning
• Fields escalated problems and issues to vendors as necessary
• Has the ability to troubleshoot complex SIP/IP telephony and contact center problems with little or no supervision
• Interface with IT and Nice InContact consultants for technical implementations and troubleshooting
• Manage NICE InContact infrastructure and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions
• Oversee the design, planning, implementation and maintenance of the company's NICE infrastructure and architecture
• Provide analytical and programming support and planning for Network projects, initiatives, and systems
• Provide guidance to key users in Rotech's call centers to enable operational excellence in other locations
• Report NICE operational status by gathering, prioritizing information, and managing projects
• Secure NICE system by establishing and enforcing policies, defining and monitoring access in conjunction with Call Center Leaders
• Work with business leaders and subject matter experts to use technology to improve business processes, promote the strategic use of network technology, and enable workforce utilization and efficiency
• Work with customers to articulate business needs and ensure work is delivered accurately and to specification
• Performs other duties as assigned

Travel

• Up to 10% travel may be required

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (when applicable for the position)
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• High school diploma or GED equivalent, required
• Experience in Contact Center Dashboard Creation; required
• Experience supporting NICE CXOne Platform and NICE CXOne Studio; required
• Experience with intersystem networking and data traffic flow between components; required
• Three years of technical, hands-on experience with focus on various Contact Center technologies and solutions (specific focus on Nice InContact); required
• Three years prior job-related experience with the understanding of the contact center business, market and business trends; required

Preferred Education and/or Experience

• Bachelor's degree in Business Administration, Computer Science or equivalent work experience; preferred
• Experience with Cisco Call Manager; preferred
• Experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
• Experience with Service Cloud Voice with Amazon Connect; preferred
• Experience with Vonage Business Cloud; preferred
• One year of related work experience, preferred

Skills and Competencies

• Accurately perform simple mathematical calculations
• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team

Machines, Equipment and Technical Abilities

• Develop, maintain and troubleshoot webservice API calls
• Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python
• Troubleshoot end-to-end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce
• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking and listening
• Requires close vision to small print on computer and/or tablet and paperwork

Benefits

• 401k
• Medical, Dental and Vision
• Life Insurance and Disability
• Generous Paid Time Off and Paid Holidays
• Employee Discount Program
• Employee Recognition Program
• Bonus and Incentive Opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)

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Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.