Milliman Contact Center Systems Support in Dallas, Texas
The Contact Center Systems Support is responsible for maintaining and supporting the contact center user technology. The Contact Center Systems Support will work closely with the BRC Technology Operations Lead to maintain and support the end-user IT infrastructure and related system changes.
RESPONSIBILITIES OF THE POSITION
Front line support of end-user systems and technology.
Setup, install, maintain and troubleshoot desktop systems (hardware and software) on virtualized desktop infrastructure, thin client and personal computers and devices.
Engage with senior staff to remediate contact center application and process issues.
Engage with partners and vendors to support related systems and services.
Maintain system and process documentation with knowledge management.
Maintain asset management program and make recommendations for systems upgrades.
Participate in the disaster recovery process including documentation, testing and identification of risk.
Maintain uniformity of systems hardware and software through naming and design standards.
Be proactively responsive and available for after-hours support requirements of production systems.
REQUIRED EXPERIENCE AND SKILLS
Preferred Microsoft and/or Contact Center certifications.
Communication Skills. Ability to communicate effectively, both oral and written.
Education. Bachelor’s degree or equivalent, computer science or information systems.
Continued Education. Keep current on all relevant trends in user management and security, systems and process automation and Microsoft technologies through user groups, conferences, magazines, books, and internet research.
Organizational Skills. Must be able to multitask in a challenging, rapidly changing environment requiring constant decision making with proper prioritization and escalation.
Experience. Minimum three (3) years in a technical support role encompassing end-user technologies including Windows in virtualized environments (VDI), Microsoft Office suite and related applications, Active Directory, laptop and thin client management, systems imaging, vendor ticket management. Preferred contact center experience or supporting 50+ end users. Preferred experience in contact centers supporting a variety of users and related technologies.
Important Qualities: Driven, detailed oriented, timely, compatibility with Milliman professionals, effective dealing with clients, sensitive to quality and communication skills.
Must demonstrate Milliman’s core values which include:
Integrity - Must be honest, fair, active listener, open communicator and accountable.
Teamwork - Work cooperatively and treat clients and coworkers with respect and dignity while valuing individual differences, encouraging new ideas and sharing information.
Commitment to excellence - Demonstrate commitment to being creative, innovative, flexible and adaptable, focusing on quality solutions, continually improving and being a winner.
A competitive base salary, plus a performance-based incentives bonus tied to the overall business performance. The firm offers an outstanding and comprehensive benefits package.
Milliman employs more than 3,300 people working in employee benefits, healthcare, life insurance/financial services, and property and casualty insurance. For more than 60 years, the firm has quietly earned a reputation for exceptional services, innovation and quality. Today Milliman is one of the nation’s most highly regarded providers of retirement plan services to the full spectrum of business, financial, government and union organizations.
Our company, with the full support of our Chief Executive Officer, is fully committed to the maximum utilization of all human resources and the goals of Equal Employment Opportunity and Affirmative Action. We recruit, hire, train, and promote, and consider qualified applicants for employment, in all job titles without regard to age, ancestry, citizenship status, color, creed, familial status, genetic information, marital status, national origin, political ideology, race, religion, sex, sexual orientation, gender identity, status as an individual with a disability, or veteran status, including qualified disabled veterans, Armed Forces service medal veterans, recently separated veterans, and active duty wartime or campaign badge veterans; and shall not discriminate against any individual, or any other characteristic protected by law. Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the HR department.
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.QualificationsRequiredPreferredLicenses & CertificationsRequiredPreferred