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Senior Telephony Systems Analyst
Ref No.: 18-00252
Location: Roseland, New Jersey
Position Type:Right to Hire
Start Date: 04/11/2018
 
Telephony Systems Analyst (Sr Specialist, Data & Voice Svcs)
Our client is seeking a highly-motivated Systems Analyst to work closely with business and technical communities to implement IVR solutions to meet business objectives. This position leverages technical skills as well as exceptional project management, analytical, conceptual, and problem-solving skills.
 
Excellent communication skills are required to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities for someone who wants to learn new technologies.
 
Responsibilities:
  • Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and help to create business use cases
  • Collaborate with developers to clearly define and document full systems requirements; identify all impacted systems
  • Fully manage IVR projects; document costs and assumptions, document requirements (VUIs and call flows), maintain project plans, report status, manage resources, schedules, and business expectations
  • Collaborate with business partners to manage testing support; develop comprehensive test plans / use cases / scenarios, define expected testing results, analyze and triage defects reported
  • Collaborate with developers to manage releases; address defects, manage stress tests, and coordinate installations
  • Understand and support the value of the Standard Operating Procedure (SOP) documentation; ensure content is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes to ensure standardization of approach across the team
  • Analyze and document existing call flows from network, through PBX, to answer (IVR or CSR)
  • Understand, maintain, and support IVR infrastructure; troubleshoot issues, perform root cause analysis, recommend corrective action, and lead the resolution efforts
  • Collaborate with business and technical resources to make recommendations to improve the overall IVR customer experience; with a focus on consistency and ease of navigation
  • Adhere to the standard software development lifecycle processes used within the systems development organizations (waterfall and AGILE)
  • Evaluate vendor proposals and provide recommendations for telephony technologies supporting contact center solutions
  • Perform related duties as assigned or requested
  • Provide leadership by taking direct ownership and accountability of projects and activities
 
Qualifications:
  • Ability to manage complex technology projects
  • Ability to work with multiple internal and external groups (across multiple locations)
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints
  • Ability to estimate project effort and duration with focus on continuous accuracy improvement
  • Ability to track and resolve issues through resolution
  • Ability to work within established processes and procedures with focus on continuous process improvement
  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)
  • Experience with AGILE, JIRA, and Confluence preferred
  • Strong interpersonal and communication skills (written and verbal)
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)
  • Demonstrates a very strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning
  • Possesses highly developed analytical, conceptual and problem-solving skills
  • Must enjoy solving complex problems and implementing creative solutions in a fast-paced dynamic systems environment
  • Knowledge of contact center operations and technologies preferred
  • IVR knowledge required
  • Telephony and multi-channel capabilities knowledge preferred
  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience preferred
  • Team provides 24x7 support, off hours and weekend work required as needed