Business / Systems Analyst - Georgia IT Inc.
Warren, NJ
About the Job
Project: Business / Systems Analyst
Location: WARREN, New Jersey
Duration: 12+months
Rate: DOE
Description:
-Design caller experience for IVR DTMF and speech enabled applications.
-Analyze requirements, develop detailed designs/call flows for implementation. Effectively document the details.
-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
-Develop call flows for complex applications including data driven interactions and Contact Center routing of calls.
-Work closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications.
-Leverage enterprise reporting tools to develop ah-hoc and daily reports outlining KPIs/performance and gain thorough understanding on the underlining factors that contribute to the trend.
-Analyze and identify any trends and provide recommendations.
-Ability to manage multiple projects of varying complexities and is highly organized.
Required qualifications:
-4+ years of related professional experience or equivalent combination of education and experience
-Big plus - experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI and Call Routing.
-Bachelors Degree in Computer Science or equivalent
-Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook
-Good command on SQL/Oracle
-Excellent written and verbal communications skills.
-Strong analytical and problem solving skills.
-Excellent interpersonal skills; team player
-Ability to work in a fast-paced environment
-Flexible and Professional
-Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
-Goods presentation skills.
Location: WARREN, New Jersey
Duration: 12+months
Rate: DOE
Description:
-Design caller experience for IVR DTMF and speech enabled applications.
-Analyze requirements, develop detailed designs/call flows for implementation. Effectively document the details.
-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
-Develop call flows for complex applications including data driven interactions and Contact Center routing of calls.
-Work closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications.
-Leverage enterprise reporting tools to develop ah-hoc and daily reports outlining KPIs/performance and gain thorough understanding on the underlining factors that contribute to the trend.
-Analyze and identify any trends and provide recommendations.
-Ability to manage multiple projects of varying complexities and is highly organized.
Required qualifications:
-4+ years of related professional experience or equivalent combination of education and experience
-Big plus - experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI and Call Routing.
-Bachelors Degree in Computer Science or equivalent
-Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook
-Good command on SQL/Oracle
-Excellent written and verbal communications skills.
-Strong analytical and problem solving skills.
-Excellent interpersonal skills; team player
-Ability to work in a fast-paced environment
-Flexible and Professional
-Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
-Goods presentation skills.
Source : Georgia IT Inc.
