| Sr. Applications Analyst (IVR) at Alpharetta, Georgia, USA |
| Email: [email protected] |
| From: Sonali, KPG99 [email protected] Reply to: [email protected] Job Title: Sr. Applications Analyst (IVR) Visa: GC, USC only Duration: 6+ months Location: Alpharetta, GA or SF/Oakland/Rancho Cordova, CA (Hybrid 2-3 days onsite in a week) The HM shared he is looking for the following in his ideal candidate: - End to end migration of applications in the IVR process - Performing extensive Analysis on IVR call flow, Exit points, Utilization and Speech performance. - Gathering, analyzing and documenting Business Requirements. - The candidate is a bridge between development and the business. Please ensure more details related to IVR experience is highlighted. Please remove irrelevant experiences. Presented Analyst candidates MUST have the capability to write business and technical requirements and be able to test IVR flows. Pre-Screen Questions 1. Did you explain to your applicant that this is a full-time job with a high-performance output Explain that the quality and quantity of their work may be benchmarked against peers doing similar work. 2. Is a family member or spouse a current or former Delta Dental employee 3. Please detail where in their employment history the candidate has 5 - 10 years of IVR experience as an Analyst. 4. Is candidate available to work a Hybrid (3 days onsite weekly) schedule out of the Alpharetta, GA or SF/Oakland/Rancho Cordova, CA office Minimum Education and Experience: 4+ w/Bachelors degree Experience in business analysis in a technical environment, supporting large teams of business, IT staff, and executive management Experience with both process and data-driven structured analysis techniques Knowledge, Skills, and Abilities: IVR knowledge must. Other Contact Center Technologies knowledge (Routing, Agent Desktop, Case Management tools such as Salesforce/PEGA) is preferred Document requirements (BRD, VUI/call flow). Collaborate with developers to clearly define and document full systems requirements; identify all impacted systems Ability to conceptualize business problems and out of the box solutions. Collaborate with business partners to manage testing support; develop comprehensive test plans / use cases / scenarios, define expected testing results, analyze and triage defects reported Troubleshoot issues based upon the customer experience, perform root cause analysis, recommend corrective action, and lead the resolution efforts Collaborate with business and technical resources to make recommendations to improve the overall IVR customer experience; with a focus on consistency and ease of navigation Ability to write and execute basic SQL queries and reports Experience with AGILE, JIRA, and Confluence preferred -Strong interpersonal and communication skills (written and verbal) -Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence Excellent communication, influence, presentation, team and interpersonal skills. Able to present goals, project scope, and requirements to any level in the organization. Champion of change, process and best practices to both the business and technical team members Ability to train, lead and mentor others by lending subject matter expertise and knowledge Strong multi-tasking abilities with project management skills Strong data interpretation skills to form actionable suggestions to support business requirements Ability to understand stakeholder needs and demonstrates creative thinking to provide innovative solutions and recommend system and process enhancements. Strong decision-making skills and process management to ensure stakeholders understand all the conditions, environment, and measures in which the decision will be made. Ability to perform evaluation of historical trends to provide predictive insights Ability to offer solutions to resolve risks, conflicts, and assumptions. Ability to summarize requirements and connect requirements to business goals while anticipating impact on target as well as related systems. Strong research skills/ability to get an overview and dive into details independently. Thanks & Regards Sonali Kumari Technical Recruiter KPG99, INC Keywords: information technology green card California Georgia |
| [email protected] View all |
| Thu Aug 10 23:44:00 UTC 2023 |