Description

The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives.

Responsibilities

Responsibilities include, but are not limited to:

· Conduct business process analysis and requirements gathering sessions

· Develop user stories and functional requirement specifications for consolidated Contact Center web applications

· Assist in method definition for API integration to third party applications

· Clearly communicate with clients and project teams via email and conference calls

· Coordinate product deployments and write release communications

· Ensure collaborative outcomes by establishing and promoting strong client partnerships

· Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams

· Develop and drive QA/UAT testing

· Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features

Minimum Qualifications/Requirements:

Bachelor’s degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered.

3-4 years of experience in a BA role with increasing responsibility

Has written user stories

Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc.

Integration experience with third party applications

Requirements gathering, data modeling, API integration, and specifications for new web applications

Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM.

QA use cases, QA testing, and Bug Tracking tools

Software Project Management

Excellent written and interpersonal communication skills

Proficiency in Microsoft Outlook, Excel, and Word is a must