IT Systems Analyst III - Call Center Technology

Overview IT Systems Analyst III – Call Center Technology Full‑Time | 40 Hours/Week Monday–Friday Hybrid Role – Must Travel to Downers Grove Corporate Office Experience with Amazon Connect / AWS preferred Full Time Benefits: Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance. Access to a mental health benefit at no cost. Employer provided life and disability insurance. $5,250 Tuition Reimbursement per year. Immediate 401(k) match. 40 hours paid volunteer time off. A culture committed to community engagement and social impact. Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non‑physician team members once eligibility requirements are met. The Systems Analyst III is responsible for defining system scope and objectives based on user needs, business requirements, and industry standards. This role analyzes complex business problems, documents requirements, and translates them into detailed system specifications. The position operates at the highest technical level across most phases of the system lifecycle while balancing business objectives and long‑term technology strategy. A key focus of this role is to build and enhance the voice solutions supporting the Five9 contact center platform. The analyst will develop high‑quality, reliable, and high‑performing voice applications using technologies such as SIP, RTP/RTCP, IVR, IVA, WebRTC, Web Sockets, and JavaScript. This role requires strong technical expertise, problem‑solving ability, and cross‑functional collaboration to drive exceptional customer and patient experiences. Responsibilities Application & Technical Expertise (40%) Serve as the Subject Matter Expert (SME) for at least one application or functional area. Understand the full application stack and resolve unique or complex issues. Identify and learn new applications or functionality areas to expand team expertise. Design, develop, and maintain utilities and applications to solve business problems. Assist in planning and analyzing software strategies and system upgrades. Support the planning, development, and maintenance of application interfaces. Collaboration, Training & User Support (40%) Foster a collaborative team environment and promote knowledge sharing across IT and operational partners. Provide coaching and training to IT staff and business partners. Work directly with end‑users to resolve issues related to daily operations and system workflows. Mentor junior analysts and guide them through design, troubleshooting, and maintenance activities. Support digital website technologies and related system functions. Partner with physicians, leaders, and business users to identify needs and define system solutions. Help users understand system workflows and identify when enhancements or new workflows are required. Risk Management, Documentation & Governance (20%) Identify, analyze, and elevate risks and issues on critical initiatives. Analyze information and data to identify trends and recommend improvements. Define and communicate standards, guidelines, and best practices. Create system documentation, including requirements, release notes, test plans, and training materials. Coordinate with cross‑functional support groups such as compliance and patient accounts. Perform additional duties as assigned. Qualifications Bachelor’s Degree in Information Technology (or 4 years of related experience). Master’s Degree preferred but not required. Experience 5+ years in IT application support or development (with bachelor’s degree). 9+ years of experience if candidate does not hold a bachelor’s degree. Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial. Project management experience required. Demonstrated experience driving process improvements. Healthcare experience strongly preferred. Strong understanding of multi‑tier application design. Familiarity with database design and usage. Excellent analytical, organizational, problem‑solving, and project management skills. Strong communication skills with the ability to work effectively across all levels of the organization. Ability to remain calm and effective in high‑pressure situations. Comfortable driving change and improving processes. Flexible and adaptable interpersonal style. Knowledge of APIs and HL7 is a plus. Proven leadership ability and strong capability in managing application projects. The compensation for this role includes a base pay range of $79,255.90 - $118,884.06 with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package. #J-18808-Ljbffr Duly Healthcare