Contract position with an innovated consulting company that is responsible for a global call centre implementation with their client. This is a 12 month contract and remote position
Key Responsibilities and Accountability
Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable business systems and industry requirements.
Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time and form of desired results.
Includes analysis of business and user needs, documentation of requirements and translation into proper system requirement specifications.
Influences business partners and service providers regarding priorities, hardware/software selection and/or vendor selection.
Analyzes marketplace, industry, company, technology trends and best practices, vendor products and services, etc.
Identifies and documents business strategies, objectives, and drivers.
Analyzes and documents business processes and metrics and identifies improvement opportunities.
Calculates/estimates costs and benefits of alternative actions or solutions to establish their viability/ROI.
Re-engineers processes to deliver greater effectiveness and efficiency.
Identifies/documents how applications and systems interact to support business processes.
Assesses, applies, and projects the impact of system changes on users and internal and external clients or stakeholders.
Uses knowledge of systems and industry requirements to develop or modify complex information systems.
Writes test plans and test cases to ensure changes which are made to the application meet client needs and that application integrity is maintained.
Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Ensures changes made by programmers are correct.
Conducts tests using client data to be certain client needs will be met.
Verifies through testing that changes made by programmers to one part of the application do not impact other parts.
Reports and reviews testing results.
Trains internal employees or external clients on changes, new systems, or new procedures. Conducts one-on-one or classroom training depending upon the size or desire of the audience.
May mentor, guide, advise and/or check the work of less experienced business systems analysts.
Considers business implications of the application of technology to the current business environment.
Creation of business requirements based on client/end user needs
Ability to work independently/lead meetings
Identifies Business strategies, finds solutions
Re-engineering of processes/procedures to produce best results
Ability to communicate with engineers on requirements and expected outcomes
Ability to size development/engineering efforts for cost/timelines
Ability to report project status/delays/escalations
Familiarity with voice components and/or contact center practices/procedures
Ability to interact with clients/customers in a professional manner
IVR knowledge of call flows, automation, self service
Mandatory Skills:
- Creation of business requirements based on client/end user needs
- Ability to work independently/lead meetings
- Identifies Business strategies, finds solutions
- Re-engineering of processes/procedures to produce best results
- Ability to communicate with engineers on requirements and expected outcomes
- Ability to size development/engineering efforts for cost/timelines
- Ability to report project status/delays/escalations
- Familiarity with voice components and/or contact center practices/procedures
- Ability to interact with clients/customers in a professional manner
- IVR knowledge of call flows, automation, self service
Nice to Have Skills:
- Knowledge of NICE/InContact
- Working knowledge of contact center peripherals including, QM, WFM, CTI, Chat,SMS, Automation, AI