Sharp HealthCare Technical Solutions Architect II in San Diego, California
DepartmentISD Office Network
Shift Start Time
Shift End Time
This position is located in Kearny Mesa, San Diego County.
8-hour shift: 8:00 am – 5:00 pm, weekends and evenings as required
Required Skills and Qualifications
Five years of experience providing advanced troubleshooting of contact center applications
Basic understanding of SQL Server 20xx database structure, setup and configuration in order to support and maintain advanced contact center scripting and reporting
Ability to collaborate with the other members of the voice team, share relevant information, know how to listen effectively and promote a team spirit
Possess a strong client and service focused mindset, demonstrate excellent listening skills and the ability to understand the “Consumer/Patient Experience”
Creativity, problem solving and analytical skills to effectively translate technical issues into key activities and develop new methods and approaches to satisfy requirements.
Project management disciplines - task planning, financial planning, and issue management
Relevant experience developing plans and executing new technology deployments and upgrades, both software and hardware
Effective communication skills (both oral and written) to develop and deliver the key messages internally within the team and for our “internal” customers
Must have 7-10 years of experience working on Contact Center technologies and at least 4 years in that should be on Cisco Contact Center Enterprise
Application knowledge of PCCE/UCCE, CUIC, NICE Engage/WFM, Finesse
Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
The Contact Center (CC) Technical Solutions Architect II role is develop and maintain contact center solutions. This is achieved by identifying user requirements, implementing solutions to support and maintain feature and functionality for capabilities that drive enhanced experiences for our patients, consumers and end users. Develops, tests and debugs new scripts or enhancements to existing configuration. Works with technical staff to understand problems with software and resolve them. Develops conversion and system implementation plans. The CC Technical Solutions Architect II will apply best practices, proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. This position is expected to provide Tier III support and resolution of issues with prevention plans related to Contact Center platform, Outbound Dialer, Workforce Management, Quality Monitoring, Reporting Systems, and contact center technologies.
This is a technical position responsible for a variety of complex tasks. These tasks include:
Provide advanced level troubleshooting for contact center applications to include PCCE, Finesse, NICE Engage, NICE WFM.
Perform the testing and evaluation of new programs.
Works closely with other developers, UX designers and business analysts to ensure proper handoff of requirements and support.
Responsible for providing complete documentation and provide technical HIGH and Low level design documents
Works closely with Subject Matter Experts (SME)/Analysts and Business partners on PCCE/Telecom related projects and initiatives
Works with business users to determine call flow and contact center requirements, solutions, reporting and systems enhancements.
Evaluates and recommends new products and concepts for contact center activity.
Provide operational and reporting support to business units using outbound contact center technologies.
Answers support tickets to research, resolve, and respond to questions received via ticketing system, telephone calls, email, in a timely manner, in accordance with current standards and SLA’s with a high degree of customer service, technical expertise, and timeliness.
Works within guidelines, technological strategic goals, and other I.T. policies and procedures.
Trains end user and technical staff in contact center technologies and applications.
Sharp System Services has campuses located in the communities of Kearny Mesa and Serra Mesa and consist of the Spectrum location, the Ruffin Road location and Sharp Operations Center (SOC). These offices provide the centralized integrated system support services to the operating entities within the system. These services include: Strategic Planning, Business Development, Information Technology, Compliance, Internal Audit, Legal, Risk Management and Insurance, Contracts, Human Resources, Facilities Management and Development, Clinical Effectiveness, Finance, Nursing, Systems Supply Chain Services, Marketing and Communications, The Sharp Experience and Sharp University.