Senior Business System Analyst - Telephony
Vacancy expired!
Scope of Responsibility:
Provide operational support and subject matter expertise to all Avangrid Contact Centers (CT/NY/ME) involving the telephony technologies used. Initiate cooperation with IT, business area leaders and vendors to maintain seamless customer care communications and operations. Participate as the customer care technology lead in related projects and initiatives, including system upgrades and new technology implementations.
Qualifications: (minimum qualifications for assignment to this job)
Education:
Bachelors Degree in Business, Computer Science or other technical discipline and 6 years of related experience preferred, or Associates Degree in Business, Computer Science or other technical discipline and 8 years of related experience required.
Experience:
Experience working in a contact center environment with responsibility for implementing and maintaining contact center technologies, including ACD, IVR, speech recognition, call back functionality, contact routing, contact control tables, outbound dialers, workforce management, quality assurance, etc. Experience working in a multiple contact center environment is preferred. Experience with the Genesys Pure Connect product suite is highly preferred.
Key Responsibilities:
- Provide day to day operational support of all contact center communications technologies, usually telephony, to ensure a smooth customer experience.
- Perform system administration tasks including but not limited to application security, configuration, maintenance, upgrades, debugging, reporting, issue resolution with IT and/or system vendors and compliance with audit and regulatory controls.
- Work with the Avangrid Customer Care management team to establish needs, priorities, functionality, standards, reporting, procedures, and documentation for all contact center technical solutions, for example: Genesys Pure Connect contact center technology, ACD, IVR, quality assurance, recorder-reporting, disaster recovery and WFM workforce management tools.
- Responsible for maintaining 24x7x365 support coverage which includes monitoring and providing support for resolution of system issues and maintenance of all contact center telecommunications systems. Provide coverage for paid time off of other analysts.
- Identify and evaluate state-of-the-art technologies; defining user requirements; establishing technical specifications to support production, productivity, quality, and customer-service standards.
- As project SME and customer care lead, create testing strategies for proposed solutions and coordinate resources to plan and execute user acceptance testing.
- Act as liaison and communicate effectively with business users, vendors, and IT to resolve systems/application needs and issues.
- Assist in assessing impacts of any application or system changes on business operations and other applications and systems.
- Research customer care’s current systems/applications and processes to identify potential risks and opportunities to promote process improvements based on best practices utilizing functionality within Avangrid business systems.
- Coordinate system training for users. Provide training as required by the business area.
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; benchmarking state-of-the-art practices; and attending classes.
- Work toward continuous improvement for individual performance per annual objectives.
- Responsible for maintaining a disaster recovery system and back up plans for contact centers, assessing all options depending on the situation presented, e.g. data center failure, fire, power outage, etc. Participate in annual disaster recovery and business continuity reviews and exercises.
AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit www.avangrid.com
This job has been posted by TalentBoost on behalf of Avangrid. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.
Vacancy expired!