Sr. Business Analyst - UCCE

Nashville, TN 37203

Posted: 02/19/19 Employment Type: Contract Industry: Telecom Specialist Job Number: 63862

Zycron has joined with a healthcare company in search of a UCCE Telephony Engineer.  This is a 12 months contact position located in Nashville, TN.
  • Strong Cisco UCCE background
  • Strong Business Analyst experience (needs to be able to work with customers and map out call flows and provide recommendations)
  • Contact Center Deployment experience
  • Presentation Skills - able to present technical material to a non-technical audience
  • Able to train non-technical users in an easy to understand manner
Provides product and business process subject matter expertise, and support for the UCCE TELEPHONY PLATFORM. Ensures adequate customer support for UCCE TELEPHONY PLATFORM and all add on systems, including coordination and assistance with the product implementation and issue resolution, and working with the appropriate IT&S teams and vendors (e.g. UCCE Technical team, Networking, Security, 2 Ring, ZOOM, Finesse, CUIC Reporting, DBAs, etc.). 
Analyzes business problems/opportunities in the context of requirements, and recommends and develops solutions that enable the organization to achieve its goals. Recommends changes to core IT&S infrastructure, current business/clinical processes, policies, and information systems that provide recognized business value. Works with other key project team members to define requirements, design the functional solution, identify and escalate project issues, define the Telephony call tree model approach and connectivity, and ensure the IT solution meets all business requirements.

Essential Duties and Responsibilities:   
75% of Project Development
  • Provide Business Analysis support for the UCCE TELEPHONY PLATFORM business including process flows, identifying pain points, feature gaps, future state development.
  • Provides expertise in process design and communicating requirements to product development, external solution providers, testing, and education/training.
  • Act as a Product Analyst within UCCE TELEPHONY PLATFORM with system upgrades/improvements, including requirements gathering, design, guiding development, and testing
  • Elicits and documents business, user, functional and non-functional requirements. Creation of requirements deliverables for UCCE TELEPHONY PLATFORM Products
  • Leads in requirements validation and feasibility analysis with respect to UCCE TELEPHONY PLATFORM
  • Create high level and detail design specification and workflows that will enable, help troubleshooting day to day build activities.
  • Estimate work effort required in delivering features keeping UCCE TELEPHONY PLATFORM capabilities in mind
  • Assist and support the hardware infrastructure team in UCCE TELEPHONY PLATFORM Integration configuration/customization for different environments
  • Accurately report issues and status to project management
  • Possess knowledge and experience with different phases of testing (unit testing, integration testing, performance testing).
  • Possess excellent communication skills to interface with various stakeholders from business consumer to technical staff.
  • Be incorporated into vendor development teams from design to deployment of enterprise services.
  • Research and become the Subject Matter Expert (SME) on the interaction of the UCCE TELEPHONY PLATFORM source systems as well as interaction with business users.
25% Production Support
  • Lead reporting development activities
  • Leads Telephony training
  • Subject matter expert for assigned applications
  • Work on assignments involving the use of various technologies both old and new.
  • Complete assignments on time.
  • Direct the performance of simple, moderate and complex troubleshooting / Maintenance assignments within the department Able to meet established due dates
  • Provide after-hours/on-call support as needed Can resolve simple to complex production support issues Actively participates in meetings Able to build strong relationships within business owners, department and with other project team members Looks for ways to improve how and what we develop and makes suggestions

Take ownership of responsibilities, working individually or with teams to accomplish goals. Expected to multitask Ability to Travel 20-30% as needed Other duties as assigned

Education/Experience Requirements:
Education: Bachelors Degree preferred (but not required)
Experience: 7 or more years Working in a Team environment
Other Qualifications: 5+ years experience with the UCCE telephony platform Strong Cisco UCCE background Strong Business Analyst experience (needs to be able to work with customers and map out call flows and provide recommendations)
Contact Center Deployment experience
Presentation Skills
Extensive experience with 2 Ring, ZOOM, Finesse, CUIC reporting, Call manager, IP communicator

Experience with applications running in a large enterprise wide environment.

If interested in learning more about Zycron and this opportunity, please submit your resume for consideration to I-Ching Chu, or call at 615-964-5784 or 615-243-3121

Job ID Number: 63862  (Please reference in call or email)


Only candidates with backgrounds who match our client's requested experience will be contacted. Do not take this as a poor reflection on your experience, just a decision for the specific needs of our client's project/job. We look forward to working with you. Zycron, a Brand of BG Staffing, Inc. (NYSE American: BGSF), is one of the largest IT solutions firms headquartered in Tennessee. We provide client-specific solutions from staffing to outsourcing across all industries, with extensive experience in health care, energy and utilities, and state and local government. To learn more about our services, visit

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