12 Apr
California,
San diego
, 92101
San diego
USA
Vacancy expired!
Business System Analyst OR IVR System analyst3+ years’ experience in call behaviour analysis with an emphasis on technology delivery.Detailed knowledge of Routing Strategy concepts and data integration for enhanced routing.Significant experience representing business expectations and managing and driving change to a major IVR solution utilizing key technologies including DTMF, Computer Telephony Integration (CTI), operational analytics and Call Routing ( inbound and/or outbound).Develop call flows for complex applications including data driven interactions and Contact Center routing of calls.Create and design effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements.Deliver IVR user interface design documentation outlining backend interfaces to support business functionality and application development.Visio knowledge for Call flow designs.Leverage enterprise reporting tools to develop ad-hoc and daily reports outlining KPIs/performance and gain thorough understanding on the underlying factors that contribute to the trend.Analyze and identify any trends and provide recommendations.Ability to manage multiple projects of varying complexities.
Vacancy expired!
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