SacramentoRecruiter Since 2001
the smart solution for Sacramento jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Sacramento RSS job feeds