Role: Contact Center IVR Business Analyst

Locations: Charlotte, Des Moines, Denver

Type: Long Term

Contact Handling Technology Business Analyst

Business Systems Consultant

• Provides technical assistance in identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements

Utilize experience of contact center systems to provide guidance and leadership as a highly-skilled contact center advisor for internal and external audiences in support of the application.

• Works with user groups to provide training, resolve questions, assess user needs, and recommend changes
• Prepares specifications for system changes
• Recommends and initiates systems testing
• Acts as an internal consultant within technology and business groups by using quality tools and process definition/improvement to re-engineer technical processes for greater efficiencies

Adding - Specific to Interaction Routing and Dialer Solutions:

• Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems
  • Design and implement system solutions for our Interaction Routing platforms such as Genesys and Cisco
  • Experience in utilizing an IPT based enterprise dialing platform such as Aspect UID
  • Familiarity with the concepts and deployment of Centralized Call Parking and remote Data Centers
  • Produce required project artifacts such as the Business Requirements Document, the Functional System Design, and Business Routing Rules (or be able to use the new BRG with confidence)
  • Exposure to or familiarity with Genesys Use Cases and/or Verizon Contact Center needs to understand cloud based contact center infrastructure
  • Understanding of how the routing and dialer platforms (Genesys, Cisco, Aspect, etc.) interact with other CHT platforms such as NICE and WFM/WFO

Adding - Specific to Interaction Recording, Analytics and Workforce Management Solutions:

• Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems
  • Design and implement system solutions for our Interaction Recording, Analytics and Workforce Management platforms; specifically NICE, Nexidia, IEX, Verint, and Aspect
  • Produce required project artifacts such as the Business Requirements Document and the Functional System Design
  • Understanding of how the interaction recording, analytics and workforce management platforms (NICE, Nexidia, etc.) interact with other platforms such as Genesys and UCCE call routing, Dialer platform, and Reporting solutions

Required Qualifications

• 5+ years of business systems analysis or design (related to applications listed in job description)
• 3+ years of contact center experience
• Strong analytical skills with high attention to detail
• Excellent verbal, written and interpersonal communication skills
• Knowledge and understanding of project management principles and Software Development Lifecycle
• Advanced Microsoft Office skills including Microsoft Project and Microsoft Visio
• Strong organizational, multi-tasking, and prioritization skills
• Experience writing/interpreting Business Requirements and Functional Requirements Documents

Desired Qualifications

• Must be able to provide solid business writing skills
• Ability to multitask in a high paced environment and respond to electronic correspondence and messaging quickly and efficiently
• Must be able to interact with business units confidently and be able to provide presentations or project artifacts to a broad general audience
• Experience in the use of Remedy (Pac2000) and SDLC
• Experience in HP ALM Quality Assurance and related systems

Thanks

Vikram Singh
United Software Group Inc..
565 Metro Place South. Suite # 110, Dublin, OH 43017
Desk: 614-495-9222 ext-405 I Ph: 513-486-6818

Fax: 1-866-764-1148
vikram.s@usgrpinc.com I www.usgrpinc.com

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