Senior Voice Analyst

Description

Join the Crisis Connections team and be a vital part of our mission to connect people in physical, emotional, and financial crisis to helpful resources. Our passion is caring, listening, and empowering people to make positive life choices.  Crisis Connections serves all people (in physical, emotional, and financial crisis) with an emphasis on servicing King County residents

If you want to be able to help others get through tough times, we would love to have you apply for our Senior Voice Analyst position.

Position Summary: 

The Senior Voice Analyst is responsible for the IVR and call routing for the organization. The analyst serves as the liaison between the business and IT to field, prioritize and implement all requests as well as identify improvement opportunities.

This is what you’ll be doing: 

· Leverage expertise in IVR, call routing and telephony platforms to work with existing solutions

· Serve as a liaison between users, technical staff and vendors for business and technology requirements, problems, services, and training, as required

· Translate business requirements into functional requirements related to IVR and telephony platforms

· Provide support for multiple, complex cross-functional projects simultaneously, establish work plans and timelines, coordinate with internal and external resources

· Work with all facets of business leaders to support and influence ideas to create clear scope with understood process and technology gaps related to the telephony platforms

· Participate in requirement sessions to support the business with scope and implementation

· Act as the enterprise expert for the solution

· Maintains service ownership, license management and product roadmaps for all telephony applications

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We encourage everyone at Crisis Connections to bring their authentic selves to work every day. We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities. 

· 100% employee paid Medical, Dental and Vision Coverage

· Employee Referral Bonus

· Generous Paid Time Off

· Discount on ORCA transit pass

· AND Free Parking (downtown Seattle)

Voluntary Benefits

· Short-term and long-term disability 

· Flexible Spending Accounts (FSA)

· Retirement Plan

We are an Equal Employment Opportunity and Non-Discrimination Employer:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not  discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions. 

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.

Requirements

We want to hear from you if you have these qualifications and skills: 

· Two years working with voice over internet protocol (VOIP) phone system administration, preferably in a call center. 

· Demonstrated experience setting up and troubleshooting phone trees, phone connectivity issues and user management within a moderately complex phone system.

· Demonstrated experience translating user needs to phone vender and following through on user needs.

· Demonstrated experience in troubleshooting phone terminal issues, phone network management and phone tenant business rules.