| Excellent Job Opening - Telephony System Analyst(Genesys IVR) - Contract - NC TX at Remote, Remote, USA |
| Email: [email protected] |
| From: Kanakavalli, VDart [email protected] Reply to: [email protected] Hope you are doing good and staying safe. This is Kanakavalli from VDart Inc. If the below job descriptions suit your experience, please revert to my email with your updated resume and availability to contact Telephony System Analyst(Genesys/IVR) Contract/ Fulltime Charlotte, NC or Lewisville, TX(Local only) Required Qualifications: 5 years experience using VISIO to create Call Flows for Telephony platform 5 years experience with Telephony Call Center Platform 5 years experience with Data Analytics / Operational Reporting Tableau, SQL, Excel 5 years experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco 5 years System Analyst experience Experience with IVR, Call Routing, Call Recording, WFM and Operational Reporting Preferred Qualifications: 5 years experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms) 5 years experience working with API integration within Telephony Infrastructure 5 years experience with Nuance Natural Language Understand (NLU), Speech Recognition 1 year experience with Agile and Kanban project delivery methodologies 1 year experience with validating telephony data and voice network architecture diagrams Performs tasks executing and modifying processes, plans and design when needed Full ownership for one or more processes, procedures, or products Key Responsibilities and Duties Support successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms. Create Detailed Dialog Specification (DDS) and Call Flow design documents. Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs. Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc. Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology. Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices. Create Project Documentation / artifacts that meet SDLC standards. Create robust, high quality technical solutions for business and technology customers. Align the needs of business units with the capabilities of IT. Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing. Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts. Performs application and technical problem-solving including advice, guidance and mentoring to staff. Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results. Create and execute implementation plan for technical deliverables as well as providing production support. Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved. Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives. Create and modify technical processes, designs, and solutions as required. Identify and support resolution of risks that could impact ability to deliver results within the stated objectives. Understand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and tools. Ability to lead multi-deliverable technical efforts. Ability to work collaboratively with key stakeholders from both IT and Business. Thanks & Regards Kanakavalli Technical Recruiter VDart inc [email protected] https://www.linkedin.com/in/kanakavalli-m-632413220 https://www.vdart.com Keywords: information technology North Carolina Texas |
| [email protected] View all |
| Tue Mar 12 04:06:00 UTC 2024 |