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IVR Business Analyst

Company: Experis
Location: El Dorado Hills
Posted on: November 22, 2021

Job Description:

Expertise in IVR, call routing and telephony platforms to analyze, design, and develop business solutions.Serves as a liaison between users, technical staff and vendors for business and technology requirements, problems, services, and training, as required.

  • Translates business requirements into functional requirements related to IVR and telephony platforms.
  • Develops User Acceptance Test (UAT) Plans and Test Cases and participates in all testing as part of monthly releases
  • Provides analytical support for multiple, complex cross-functional projects simultaneously, establishes work plans and timelines, coordinates with internal and external resources.
  • Works with all facets of business leaders to support and influence ideas to create clear scope with understood process and technology gaps related to the telephony platforms.
  • Drives development and mentors others to produce clear business cases.
  • Defines requirements modeling standards to include definition of business needs, how and when to reuse functional requirements, and business scope of non-functional requirements.
  • Participates in requirement sessions to support the analysts in managing scope and delivery when needed.
  • Enterprise expert in requirements elicitation.
  • Maintains service ownership, capacity and license management and product roadmaps for all telephony applications.
  • Facilitates multi-layer meetings and able to provide conflict resolution for the best outcome.
  • Uses exceptional knowledge of business analysis to create compelling presentations and influences business leaders to make well informed decisions.
  • Requires knowledge of the telephony applications such as Avaya, Cisco, Nuance, Verint etc.
  • Requires knowledge including best practices related to call routing, IVR, and Speech Recognition, and CTI.
  • Extensive experience in documentation of business requirements and system functional specifications, including business requirements documents (BRD) and functional specifications documents Experience with:
    • IVR Design Development and UAT : VoiceXML, Convergys/Edify, Syntellect, Interactive Intelligence, Nuance Natural Language and Directed Dialog
      • Computer Telephony Integration (CTI): Cisco UCCE and UCCX, NEC, Syntellect CT, Avaya Interaction Center
      • Connect, Avaya, Nortel, Siemens OpenScape, Genesys, ShoreTel
      • Contact Center Desktop Solution Integration
      • Telephony: SIP, T1 (CAS and PRI), FXO/FXS (analog telephony), VOIP Gateways(AudioCodes, Quintum, NET)
      • Programming Languages: .NET (VB.NET and C#), ASP.NET, PHP, SOAP, SQL, JavaScript
      • Web Services: SOAP, REST
      • Databases: SQL Server, MySQL, PostgreSQL, Oracle
      • Networking: MPLS
      • Operating Systems: Windows Server ,Linux
      • Microsoft Office: Word, Excel, Outlook, PowerPoint, Visio, Project
      • Audio auditing using various tools such as Wireshark, Audacity, Soundforge NOTE: MUST reside in California

Keywords: Experis, Sacramento , IVR Business Analyst, Professions , El Dorado Hills, California

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