26 Nov
IVR Systems Analyst
New York, New york city , 10001 New york city USA

Vacancy expired!

As the System Analyst, you will perform an interdisciplinary role, acting as the primary interface between the business/client and cross-organizational technology teams. The System Analyst will analyze current processes and systems, assessing the business model and its integration with technology. The Analyst is responsible for working with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the Development Team to refine the requirement into specifications that can be executed by the team.

Responsibilities:
  • Leverage their experience and understanding of stakeholder needs to help create a solution, envisions the solution to solve a problem (manual or through software).
  • Performs Cost/Benefit Analysis to align the technology to business strategy.
  • Gathers & catalogs functional, non-functional, and technical requirements for stakeholder requests.
  • Determines the impact of modifications and enhancements on the application.
  • Acts as the product(s) subject matter expert to support scope and requirement decisions
  • Ensures changes to the application are compliant with standards and policies.
  • Assists users and development team with application testing and troubleshooting, and may help configure test solutions to validate functional and system needs. Identifies, document and troubleshoot application related problems.
  • Documents process, procedures and workflows associated with applications. Leads or participate in continuous improvement processes; Building expertise in creating, analyzing, and improving processes. Creates, maintains and presents training materials for end-users.

Requirements:
  • Bachelor's degree in Computer Science
  • 5+ years of experience working with speech IVR or other client/user facing systems (online or mobile) as an analyst, developer, designer or tester
  • Strong working knowledge of Genesys products, specifically eServices (Chat, Interaction Server, GMS), Routing (Orchestration) & Reporting (Pulse).
  • Familiarity with SMS, Social Media (Facebook, Twitter) and other forms of Asynchronous Messaging, and how these channels interrelate. Awareness of AI-based solutions, and how to interweave them in the communication flow.
  • Experience with Video usage in the Contact Center space, ideally WebRTC, Cisco and SIP-based solutions.
  • Understanding of collaboration tools and how they can be used to assist clients, including Co-Browse, Interactive Document Sharing and other similar utilities.
  • Ability to perform Customer Journey mapping and articulate how all of the items above can contribute to an overall client communication strategy.
  • Clear understanding and experience with Agile/Lean methodologies

Vacancy expired!


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