Cisco Voice Analyst

HealthPartners is currently hiring a Cisco Voice Analyst. This role is responsible for supporting and maintaining enterprise telephony systems, with a strong focus on Cisco technologies including Cisco Call Manager, Cisco Unity Connection, Finesse, and Cisco Unified Intelligence Center. The individual in this position programs, supports, and enhances voice services used by colleagues across the organization, including softphones, desk phones, wireless phones, and related telecommunications systems and services.

The person in this role collaborates closely with internal business users to troubleshoot issues, resolve incidents, and ensure reliable phone and contact center functionality. They may also provide guidance, documentation, and training to colleagues, and consult with business owners on workflow improvements and project requests related to voice and communication services.

Required Qualifications:

• Bachelor of Science in Information Systems, Voice/Telecommunications, Business, or equivalent professional experience
• Three (3) years of experience working with telephone systems, voicemail, ACD/Contact Center
• Two (2) years of experience working with Cisco Communications systems.
  • Cisco Unified Communications Manager (CUCM).
  • Cisco Unity Connection (CUC).
  • Cisco Emergency Responder (CER).
  • Voice Gateways configuration, deployment, and troubleshooting
• Excellent desktop tool usage including Microsoft Teams, Outlook, Word, and Excel
• Experience with the ServiceNow ticketing application
• Excellent oral and written communication skills
• Detail oriented and proven organizational skills.
• Strong interpersonal relationship building experience.
• Strong critical thinking skills
• Experience with remote employee support
• Drive to any location, and be available outside of normal business hours, including evening and weekends; includes on-call responsibilities.
• Passion for helping customers & exceeding customer expectations.
• Exercise considerable initiative, planning, judgment, and work independently.
• Serves on a team on-call rotation schedule to address emergency production issues after hours.
• Translate technical jargon and concepts into easy-to-understand language.

Preferred Qualifications:

• Five or more (5+) years of experience working with telephone systems, voicemail, ACD/Contact Center
• Three or more (3+) years of experience working with Cisco Communications systems.
  • Cisco Unified Communications Manager (CUCM).
  • Cisco Unity Connection (CUC).
  • Cisco Emergency Responder (CER).
  • Voice Gateways configuration, deployment, and troubleshooting
• Experience with RightFax
• Experience with Agile framework
• Project management skills for moderate situations
• Experience performing disaster recovery testing.

Responsibilities:

• Review, analyze, evaluate, implement, and configure the organization's telephony and adjunct systems.
• Provide consultative services to business and operational areas to meet business needs.
• Identify root cause and remediate incidents; coordinate service requests to ensure timely response.
• Oversee, coordinate, and schedule repairs and installation.
• Create training material and provide training to colleagues on telephony software, services, and support.
• Capable of managing small to moderate projects, meeting timelines, and quality expectations.
• Participate in complex projects.

Hours/Location:

• M-F; core business hours
• This position participates in a rotating afterhours oncall schedule, typically averaging 6-7 weeks per year. Additional afterhours support may be required for major projects, system changes, and upgrades.
• This position follows a hybrid work model, with remote work as the primary arrangement and 1-4 onsite days per week at HealthPartners locations in Minnesota or Wisconsin, depending on project needs.