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Business Analyst
Ref No.: 18-03280
Location: Charlotte, NC / Phoenix, AZ / Denver, CO / St. Louis, MO, Colorado
Start Date: 08/27/2018
 JOB DESCRIPTION Role : Contact Center Business Analyst Location : Charlotte, NC / Phoenix, AZ / Denver, CO / St. Louis, MO Job Type: Contract/ Contract To Hire/ Full-Time
6-8 years of Experience in Contact center
Analyze, develop, test, and deploy Interactive Voice Response applications based on specifications.
Must be having basic working knowledge of Contact Center Components like Switches, IVR Server, App Server, CTI Server, and Database Server.
Analyze customer interaction performance and make recommendations for improvement.
Investigate and analyze how the system processed transactions to determine system functionality is configured correctly and providing accurate results; Provide application analysis for Information Technology and client base, and serve as a contact for IT business application analysts requiring in-depth understanding/results; Evaluate business impact of errors and provide recommendation for solution through collaboration with analysts and business experts; Define and document system scope, current logical view, general technical requirements and proposed logical view using structured design and analysis techniques; Provide comprehensive data queries and results, to analyze the system output and functional execution of key transactions.
Knowledge of backend integration with core platforms using web services/RES API's in IVR Candidate must possess Good communication skill Ability to coordinate with Business teams and identify potential enhancements to increase self-service IVR containment and decrease call center deflection rate Ability to test IVR applications solutions Work closely with telecom and IT architecture teams to design and document technical solutions Update technical specifications and other necessary technical documentation throughout the project's development life cycle Fully test all code being released prior to application certification testing. Assist in resolving code defects.
Support business with answers to questions about IVR application logic Work with Application Certification team in designing proper test scripts, reviewing defects, and finding test data