Contact Center Quality Analyst, Sr. jobs in Fremont, NE

Where technology meets care. Grow with Hyatt.

This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

The Contact Center Information Technology Analyst’s role is to participate in the planning, installation, maintenance, management, and coordination of the Hyatt Contact Center Information Technology Environment. This includes actively resolving escalated end user help requests within acceptable time frames, vendor management, and proposing and performing changes to reduce incidents and stabilize the environment. Create documentation, training manuals and contributing to overall process improvement.

The Contact Center Information Technology Analyst will also act as a backup and mentor to the Contact Center Information Technology Specialist.

Position Responsibilities:

• Participate in the day to day support of Nice in Contact CXOne environment and other integrated applications.
• Provide 24 x 7 support for all Contact Center Information Technology infrastructure in the Omaha and Marion facilities. Participation in on-call rotation. Communicate system issues/deficiencies to the Contact Center Information Technology Support Manager and/or Contact Center Information Technology Senior Manager for analysis and correction.
• Perform Tech Checks for new hire colleague classes as per the monthly class schedule. This will be variable and dependent on the number of classes offered at any given time.
• Backup to Contact Center Information Technology Specialist for issues, colleague tickets/requests, training classes, and move-add-change activities.
• Works under guidance of the Contact Center Information Technology Support Manager to solve technology related issues and escalates as needed.
• With mentorship from the Senior Managers of the team, participates in adhoc training of technical CXOne configuration activities. Includes interaction routing strategies, Work Force Intelligence rules (WFI), user and skill updates, ACD settings, etc.
• Tertiary support of other communication systems including Zoom, Gladly, KANA, etc.
• Participate in the monthly/quarterly audit review process including preparing reports and contacting users regarding the status of their system access.
• Creation of user accounts across the various communication channel systems (telephone accounts, email routing, chat, and Omni-channel platforms).
• Provide excellent customer service to the end user community for all Contact Center Information Technology related issues including hardware/software troubleshooting, call routing administration, maintenance, and support.
• Contribute to the documentation of Contact Center Information Technology systems and processes.
• Demonstrate a commitment to Hyatt core values.

Experience:

• Experience working in a technology-support role highly desired.
• 2 years experience of Telephone System Administration of End-User Technical Support experience in a mid/large sized environment spanning multiple sites desired.
• Administration experience in CXOne, Email routing (KANA), Call Recording Systems and other contact center solution provider software desired.
• Previous experience configuring Contact Center Information Technology system components including hardware, wiring, call routing preventative maintenance preferred.

Education:

• Associate Degree in Computer Science, MIS or related field beneficial.
• CXOne or Cisco telecommunications certificates preferred.

Computer Skills Needed:

• Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Access, and Office365) preferred.
• Working knowledge of managing a telephony infrastructure preferred.

Additional Comments and Requirements:

• Strong communication and customer service skills.
• Strong technical problem solving skills.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.