Sr IT Data Analyst/Telecom - Cisco Contact Center/Central Scheduling Optimization (Katy)

At Houston Methodist, the Sr Information Technology (IT) Data Analyst position is responsible for analysis, functional documentation, configuration, maintenance, testing, and support for business intelligence and analytics applications through upgrades, new releases, and optimization implementations. This position utilizes critical thinking, attention to detail, and effective communication skills to work collaboratively with teams and to consult with business area leads and analyze issues to generate solution recommendations. The Sr IT Data Analyst position leads multiple projects and assists in coordinating the activities of junior analysts. This position communicates effectively to various stakeholders across the organization in person and through various channels to provide training and education for business intelligence applications. The Sr IT Data Analyst position utilizes advanced subject matter expertise in Business Intelligence (BI) with experience in business, healthcare and technology project and actively supports, develops and advances Houston Methodist's Business Intelligence applications. This position facilitates requirements gathering sessions to understand and document complex business needs, monitors development progress, conducts quality assurance exercises, ensures deliverables are met, and manages expectations.

NOTE:  We are seeking a highly skilled Cisco Contact Center Enterprise (CCE) Engineer to join our team. The ideal candidate will have extensive experience in designing, implementing, and maintaining Cisco Contact Center solutions, including UCCE, PCCE, and UCCX. This role requires a deep understanding of Cisco Unified Communications and Contact Center technologies, as well as strong problem-solving and communication skills.

Key Responsibilities:

• Design and Implementation: Design, configure, and deploy Cisco Contact Center Enterprise solutions, including UCCE, PCCE, and UCCX.
• System Integration: Integrate Cisco Contact Center solutions with other enterprise systems and applications.
• Maintenance and Support: Provide ongoing maintenance and support for Cisco Contact Center solutions, ensuring high availability and performance.
• Troubleshooting: Diagnose and resolve technical issues related to Cisco Contact Center solutions.
• Documentation: Create and maintain detailed technical documentation, including system design documents, configuration guides, and troubleshooting procedures.
• Training and Knowledge Transfer: Provide training and knowledge transfer to clients and internal teams on Cisco Contact Center solutions.
• Project Management: Manage projects related to the deployment and enhancement of Cisco Contact Center solutions, ensuring timely delivery and adherence to project scope and budget.

Security and Compliance: Ensure that Cisco Contact Center solutions comply with industry standards and security best practices

Technical Skills:

Proficiency in Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE), and Unified Contact Center Express (UCCX).

Strong knowledge of VoIP, SIP, H.323, and other telecommunication protocols.

Experience with Cisco Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco SocialMiner

Familiarity with scripting languages such as JavaScript, Python, or VBScript.

Understanding of network architectures, including LAN/WAN, QoS, and security protocols

PEOPLE ESSENTIAL FUNCTIONS

• Communicates (oral and written) effectively with customers, vendors, colleagues, and management about services, contact information, system availability, and information.

• Engages customers to elicit requirements using various methods such as Agile and RAD design and development in conjunction with developers to document business case/ scope/ plan, business/functional requirements; including specifications for package solutions, and/or software development.

• Implements projects, coordinates development, testing and resolves issues with customers and vendors, making changes and corrections as needed; and coordinating communication of changes to customers.

• Provides user education of business intelligence applications and helps ensure access to data with the goal of reduced reliance on technical specialists in order to obtain data.

• Provides training and mentoring for team members through formal and informal methods.

SERVICE ESSENTIAL FUNCTIONS

• Facilitates gathering and documenting requirements, business rules, source to target mapping, metadata capture and decomposes high-level business and user requirements into complete, concise and consistent functional requirements suitable for use by the developer.

• Leads the design and development of reports, dashboards, and user presentations using Business Intelligence tools including Oracle BI, SAP Business Objects, Epic Caboodle, Tableau and Epic Slicer Dicer.

• Develops clear messaging to customers and management on plans for issue resolution, status updates and their effect on the department to customers. Partners with the Project Management Office to support all phases of project implementation.

• Participates in managing and resolving major system outages, disaster management and change control and actively seeks opportunities to lead initiatives within the organization.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures all reported data and information are accurate, consistent, relevant and timely. Maintains the quality and integrity of data collected for decision making and works with the other areas of the organization to ensure consistent reporting of information.

• Performs required quality and profiling activities on the data to ensure information delivered from Business Intelligence solutions is defect free and of high quality. Develops detailed system test plans, execute system test cases and provide issue tracking and consolidation. Leads a coordinated User Acceptance Test (UAT) effort.

FINANCE ESSENTIAL FUNCTIONS

• Practices good time management, professional decision making, and timely management reporting.

• Coordinates problem resolution, technical analyses, costs and resource estimates, work plans, workflow documentation, and progress reports on assigned projects.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Proposes solutions to facilitate constructive discussion and fosters an environment that encourages innovation, continuous improvement and growth within the team to arrive at the most optimal solution.

• Uses internal and external resources to stay up-to-date with new BI technologies and trends. Shares industry trends and best practices with team members.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree in Computer Science, Business Administration, Health Administration, or related discipline

WORK EXPERIENCE

• Six years experience as business analyst on Business Intelligence projects performing requirement gathering, documentation as well as strong Project Management technical skills, working with information technology teams on development projects using Analytics tools and technologies such as Microsoft SQL Server, SAP Business objects, Oracle BI, Epic Caboodle, Tableau

• Experience in the Healthcare Industry preferred

• Experience integrating new and existing clinical database environments preferred