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Programmer Analyst III

Responsibilities Assists with the day-to-day support, maintenance, enhancements, and updates to the internal communications systems (telephone, voice, and other channels) within the Department of Medicine clinics and the Patient Communication Center. The incumbent will also provide communications technology consulting services regarding voice, data, and video technology, to on and off campus clients and clients with complex, sensitive and/or unique requirements. Research and evaluate current, projected and potential future communications technology needs. Develop and present proposals for voice, data, contact center, and video technology applications and conclude acquisition and installation agreements. Oversee all aspects of communications technology installations, collaborating closely with clients, UCLA support departments, and vendors involved with installation completion and ongoing support. Qualifications Make additions and changes for users in Cisco phone system, coordinate support for legacy systems such as: Avaya CS1000M, Norstar, BCM. Ability to work with Digital, VoIP and analog systems/service. Basic administration of Phone, Voice mail and Call Center agents. Telephone troubleshooting skills, ability to use telecom tools etc. Maintain logs of additions/changes/deletions for each department, as well as line inventory. Maintain list of issues and tasks. Ability to manage multiple projects. Evaluate system problems (phone, call center, voice mail, recording system) and escalate as appropriate to vendor support or telecom team member. Provide coordination, communication of information, and keeping customers informed. Schedule and coordinate training and re-training sessions for users according to business needs. Flexible schedule to accommodate after-hour system maintenance, department moves etc. Knowledge with ACD/Call Center queue routing. Working knowledge of industry standard computing platforms/Windows. Department: Information Technology

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