Responsibilities:
· Analyzes the business/user requirements and translates them into IVR and CTI desktop application requirements.
· Documents the business impact of the systems issues.
· Assists in formulating and defining requirements, design, testing, implementation, and training.
· Acts as liaison between systems development staff, management and system end-users.
· Defines and manages the scope of a business solution to meet project goals and timelines.
· Supports production development activities, such as application installs.
· Develops clear and concise ad-hoc IVR call detail reports utilizing the SQL developer tool.
Requirements:
· A bachelor’s degree in IT/Computer Science or related field or an MBA.
· 10+ years of experience in business analysis or a related field.
· Strong understanding of current technology and the ability to learn new technologies quickly.
· Experience with project and cross-functional team coordination within multiple application environments.
· Possess thorough understanding of business analysis techniques and tools as they relate to IVR and CTI applications.
· Understands basic telecom functions: DNIS, ANI, and skillset routing
· Experience with IVR communication features: Speech Technology, DTMF, and Text to Speech technology
· Strong communication skills (written and verbal) for information gathering and the ability to interact with various levels of management.
· The ability to influence stakeholders and work closely with them to determine acceptable solutions.
· Experience creating detailed reports and giving presentations.
· Excellent planning, organizational, and time management skills.
· Experience leading and developing top-performing teams.
· A minimum of five years experience in information technology required.
· At least two years in business systems design and analysis required.
· At least five years of experience working with IVR applications
· Previous experience working with Contact Centers and Contact Center Applications (all levels; Customer Service agents and Management)