Cisco Voice Analyst

HealthPartners is currently hiring a Cisco Voice Analyst to support and maintain enterprise telephony systems, with a strong focus on Cisco technologies. The role collaborates closely with internal business users to troubleshoot issues, resolve incidents, and ensure reliable phone and contact center functionality.

Requirements

• Bachelor of Science in Information Systems, Voice/Telecommunications, Business, or equivalent professional experience
• Three years of experience working with telephone systems, voicemail, ACD/Contact Center
• Two 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
• 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

Benefits

• Comprehensive range of benefits to support every aspect of life
• Health, time off, retirement planning, and continuous learning opportunities
• Goal is to help employees thrive physically, mentally, emotionally, and financially