Founded in 1999, Mindlance is a certified diversity business (MBE) and ranks as one of the fastest growing US Staffing firms for four consecutive years by SIA and is a strategic partner to many industry leading MSP programs, including Kelly (2014 Supplier Excellence Award - Service, 2013 Scientific Supplier of the Year; 2012 Overall Supplier of the Year), TAPFIN (Tapfin 100 for 2014-15 and 2012-13), and Agile-1 (2014 Platinum Supplier of the Year, 2013 Diversity Supplier of the year). This job with one of our direct client based in Gaithersburg, MD . If you are interested to know more about this and other opportunities with us, please reach out to Name at @mindance.com OR 732 Position Details: Title: Systems Administrator Location: Gaithersburg, MD Duration: 10+ months with extension The Systems Administrator (SA) will be an essential member of the Access Services team. This position will be responsible for configuring and maintaining our Access Services systems that are vital to providing patient and provider support through Client Access 360 program. The SA is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, and partners. This individual will assist project teams in assessing technical impacts for new projects. These activities include the definition of need, benefit, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions. Participation on projects is focused on smoothing the transition of projects from development to production stage by performing operations activities within the project life-cycle. This individual is accountable for the following Access Services systems: Telephony, customer relationship management (CRM) application, quality assurance, workforce management, knowledge management, reporting application, 3rd party integrations, Windows and Access Services related applications. Responsibilities on these systems include operations support, maintenance, research, and development to ensure continual innovation. Key Roles/ Responsibilities: Telephony o Manage the IVR and multichannel configurations, database and recordings based on changes from the project management office department. For ex. Speech IVR; Geo-routing configuration, click to chat, email, vmail, etc. Configurations Develop and maintain installation and configuration procedures Automated Call Distributor administration Implementation Acceptance testing o General production support for Access 360 users Quality of service troubleshooting o Contact Center support configuration and administration of Workforce Management applications used for scheduling, adherence, and forecasting, Quality Assurance applications used for call/screen recording and voice of the customer surveying, and Reporting tools o Business Process Development Standard Operating Procedures creation Work Instruction documentation Reference documentation Contribute to and maintain system standards o Training contact center personnel or serving as subject matter expert (SME) with Telephony systems Minimum Requirements: Bachelor s degree with a technical major, such as engineering or computer science Three to Five years of system administration experience Customer service and communication skills o Active listening skills o Written and verbal skills o Presentation skills o Problem solving skills Experience with contact center technology o Telephony including ACD/IVR o Quality Assurance tools o Workforce Management application o CRM Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals Business travel, by air or car, may be required for internal and external business meetings up to 10% Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice Basic knowledge of SQL Production support and incident/change process management Preferred: Master s degree Five plus years of experience Experience in a Healthcare contact center environment Regards! Nikunj Chourasiya | Team Recruitment W: 732 @mindlance.com | www.mindlance.com - provided by Dice IVR, Telephony, system administration, Develop, maintain, installation and configuration of Applications