Principal Application Analyst - CDH

Responsibilities

Leads the design, development, customization, implementation and support of IVR application on the Contact Center Portal and outbound dialers; makes recommendations and designs IVR application that creates a positive customer experience; frequently works with contact center platforms and technologies; manage all IVR projects from inception to implementation and post cut-over support; work directly with staff across Mayo Clinic campuses at various levels and roles, numerous internal partners across the organization and other departmental, external business partners, institution and enterprise leadership to provide expertise of IVR applications; advisory support to all enterprise contact centers regarding utilization and configuration of contact center applications, specifically Enterprise Workforce Optimization (WFO) solutions and will serve as the overall product expert for the organization and completes model validations to ensure data output is valid and accurate between source and WFM/QM software; independently designs and deploys new applications with other I.T. systems integration for voice technology services and outbound dialers. Quarterly and/or on demand travel depending on system stability to Regional Sites and headquarters.

Equal Opportunity Employer

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

Qualifications

Position requires a Bachelor's degree or a foreign equivalent in engineering, information systems, computer science or computer applications, and eight years of work experience in any software developer/engineer position.

Or Master's degree or a foreign equivalent in engineering, information systems, computer science or computer applications, and six years of work experience in any software developer/engineer position.

Site Description

Jacksonville is the largest city in area in the continental United States. A beautiful coastal Florida city that features excellent year-round climate, over 20 miles of beaches and outstanding outdoor recreational, cultural and family-oriented amenities. The "River City by the Sea" has an excellent school system, reasonable cost of living and a thriving business environment. Medical professionals and patients are drawn to Jacksonville by an extraordinary network of high-profile healthcare facilities. Jacksonville continues to grow as more people relocate from all over the U.S. and abroad, to see what the great River City has to offer!

Why Mayo Clinic?

Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you'll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you'll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.