A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The Contact Center Support team within the Enterprise Technology Services division of the Michigan Medicine's Health Information Technology and Services department is seeking a highly skilled and motivated individual to join our team to help design, maintain and support our ACD system. The ideal candidate would have knowledge of ACD systems, programming experience, and be familiar with Cisco Voice technologies. Candidates should be familiar Cisco Finesse.  Experience with hospital operations and ambulatory care is a plus.

This is a high impact role that provides daily operational and end-user support to UMHS for the Cisco Contact Center system.  This role requires exceptional organization, communication and technical skills to support and enhance the ACD system. This work is currently performed remotely, may periodically require onsite meetings or training.

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

• Design, program, and implement call center operations in Cisco Finesse.
• Interact with Medical Areas as customers to provide ACD solutions to call flow operations.
• Provide assistance, monitoring, and testing for customer and vendor for all ACD services.
• Maintain daily operational incident management and service requests for ACD services.
• Research, design, and implement new solutions for customer ACD needs/requests.
• Coordinate maintenance windows on application and server levels with Internal departments and vendors.
• Participate in weekly ACD on call rotation.

Requirements for Senior Level:

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of IT related experience
   

Requirements for Intermediate Level: 

• Bachelor's degree or equivalent combination of education and experience
• 2-3 years of IT related experience

• Finesse programming experience in a UCCE environment.
• 5+ years working with telephony.
• 10+ years experience with VoIP, jabber, and ACD technologies.
• Cisco Call Manager background.
• Experience with Workforce Management Systems.
• Ability to negotiate with customer and Vendors.
• Programming experience in a Medical environment.
• System administration experience in a Medical environment.
• Bachelor's degree in Computer Science or Engineering

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits 

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.