The job description and who specifically has had “hands-on” experience in the areas which is highlighted below:
- Creating Detailed Dialog Specification (DDS) and Call Flow design documents – (mastery-level Visio)
- Documenting the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs
- Providing Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
- Creating User Stories and managing Product Backlog for agile (Kanban) delivery methodology – experience with JIRA / JIRA Align tools
System Analyst
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.
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
You’ll have (Qualification & Experience):
Bachelor's Degree in related field is required.