| IVR Business Analyst || Alpharetta, GA at Alpharetta, Georgia, USA |
| Email: [email protected] |
| Title: IVR Business Analyst Location: New York City, NY (Onsite) Job Type: 12 Months Contract Job Description We are seeking a skilled Technical Business Analyst with expertise in Interactive Voice Response (IVR) systems and contact center platforms to join our team. The ideal candidate will bridge the gap between business objectives and technical solutions, ensuring that our IVR systems and contact centre technologies meet the needs of our users and enhance overall operational efficiency. Key Responsibilities: Collaborate with stakeholders to gather, analyze, and document business requirements related to IVR systems and contact center operations. Conduct gap analysis to identify opportunities for improvement in existing processes and systems. Work closely with technical teams to translate business requirements into functional specifications and technical documentation. Design, develop, and test IVR applications and workflows to optimize customer interactions and support business goals. Analyze contact centre performance metrics and provide data-driven recommendations for process enhancements. Participate in project planning and execution, ensuring that deliverables are completed on time and within scope. Facilitate stakeholder meetings and workshops to drive consensus on requirements and ensure alignment across teams. Assist in developing user acceptance testing (UAT) plans and conduct testing to ensure solutions meet business needs. Provide ongoing support and guidance to users, addressing any technical issues or concerns related to IVR and contact center operations. Stay up to date with industry trends and emerging technologies to recommend innovative solutions. Qualifications: Bachelors degree in Business Administration, Information Technology, or a related field. 6+ years of experience as a Business Analyst, specifically in IVR and contact center environments. Strong understanding of IVR technologies (e.g., Genesys, Avaya, Twilio) and contact center operations. Proficiency in gathering and documenting business requirements using established methodologies (e.g., Agile, Waterfall). Experience with data analysis and performance metrics to identify trends and insights. Excellent communication and interpersonal skills, with the ability to effectively collaborate with both technical and non-technical stakeholders. Solid problem-solving skills and a detail-oriented mindset. Familiarity with project management tools and methodologies is a plus. Knowledge of programming/scripting languages (e.g., SQL, JavaScript) is a plus. Thanks & Regards Alok Ranjan Pathak | Sr Technical Recruiter Email: [email protected] Ampstek LLC Global IT Partner | www.ampstek.com -- Keywords: information technology New York IVR Business Analyst || Alpharetta, GA [email protected] |
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| Fri Aug 02 19:14:00 UTC 2024 |