Posting Date
05/13/20252000 16th Street, Denver, Colorado, 80202, United States of AmericaSenior Analyst, CCaaS
General Purpose of the Job
The CCaaS (Call Center as a Service) Sr Analyst is a technical lead role working with cross-functional departments and multiple call centers to implement and support complex contact center solutions. This role work with cross-functional departments and multiple call centers to implement and support contact center solutions. The Senior Analyst will build, scale, and maintain the platform while partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the Village to achieve desired strategic outcomes.
The position is responsible, at various levels, for working with IT leadership to engage stakeholders in gathering user requirements, defining system functionality, and developing solutions on the CCaaS platform and integrated CRM systems. This role will be responsible for all phases of intake, ranging from requirements, design, build and deployment.
Essential Duties and Responsibilities
Collaboration and partner / customer management
- Work directly with stakeholders & customers across multiple call-centers.
- Serve as a central point of contact with BPO partners for all data, reporting, and user needs.
- Troubleshoot customer issues and provide resolution options and ongoing support to solve issues in the CCaaS quickly.
Application Program Interfaces
- Designing omni-channel call flows and integrations with back-end systems using application program interfaces (API).
Platform Management
- Manage and develop in platforms like NICE CXone, TalkDesk as well as deep understanding of integrations with CRM tools like ServiceNow, Salesforce and Siebel.
- Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology.
- Create or update IVR’s, call flows, and routing development.
Data Analysis
- Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.
Education and Experience
- 4-6 years' experience in administration of CCaaS.
- Associates Degree of Apprenticeship required.
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
- Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
#LI-SM5
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
This position will be open for a minimum of three days.
Salary/ Wage Range
$62,200.00 - $91,300.00 / yearIf a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position. New York Exempt: • New York City and Long Island: $64,350.00/year • Nassau, Suffolk, and Westchester counties: $64,350.00/year • Remainder of New York state: $60,405.80/year New York Non-exempt: • New York City and Long Island: $16.50/hour • Nassau, Suffolk, and Westchester counties: $16.50/hour • Remainder of New York state: $15.50/hour Washington Exempt: $77,968.80/year Washington Non-exempt: • Bellingham: $17.66/hour • Burien: $21.16/hour • Unincorporated King County: $20.29/hour • Renton: $20.90/hour • Seattle: $20.76/hour • Tukwila: $21.10/hour • Remainder of Washington state: $16.66/hourFor location-specific minimum wage details, see the following link: DaVita.jobs/WageRates
Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.
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What We Do
The name DaVita is an adaptation of an Italian phrase meaning “giving life.” We give life every day for our patients needing dialysis. Our mission is to be the Provider, Partner and Employer of Choice, and we are building the greatest health care community the world has ever seen, guided by our core values of: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun.
At DaVita, we’re a community first and a company second. We care for our teammates with the same intensity with which we care for our patients – and encourage our teammates to bring their hearts to work. That is, we can be the same people inside and outside of work because for us, it’s not work, it’s our passion.
