Principal Applications Analyst (VoC Product) - CDH- Remote

$107,910 - $151,070/Yr

Mayo Clinic - Rochester, MN

Full-time - Mid Level

Remote - Rochester, MN

Hospitals

About the position

The Principal Application Analyst for the Voice of Customer (VoC) Team at Mayo Clinic is responsible for providing advisory support to enterprise contact centers and partners regarding the utilization and configuration of VoC applications. This role focuses on enhancing customer experience through the design, development, and maintenance of VoC and Workforce Optimization (WFO) applications, ensuring data accuracy and application stability to support business processes and decision-making.

Responsibilities

• Lead the design, development, customization, implementation, and support of VoC applications to enhance customer experience.
• Design and deliver initial and ongoing configuration for VoC applications as their footprint expands.
• Monitor performance, data integration, and application stability, ensuring validity and accuracy of data output.
• Perform routine maintenance tasks and support on/off hours maintenance.
• Lead the design, development, customization, implementation, and support of IVR applications on the Contact Center Portal and outbound dialers.
• Monitor performance, daily data integration, validity of output, and coordinate maintenance of the applications.
• Customize IVR environments using required software such as Core JAVA and VXML.
• Develop applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.
• Design and validate dialing rules to meet FCC regulations for all dialing campaigns.
• Manage all IVR projects from inception to implementation and post cut-over support.

Requirements

• Bachelor's degree and 8 years' experience in contact center, business analysis, business administration, engineering, information science, health or science related field.
• Master's degree and 6 years' experience in business analysis, business administration, engineering, information science, health or science related field preferred.
• Experience with modern Contact Center Applications.
• Experience with leading workforce management and quality monitoring applications.
• Certified in vendor application design, build, configuration and testing, as applicable.

Benefits

• Competitive compensation
• Comprehensive benefit plans
• Continuing education and advancement opportunities
• Remote work flexibility