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IVR Systems Analyst
Ref No.: 18-00253
Location: Roseland, New Jersey
Position Type:Right to Hire
Start Date: 04/11/2018
IVR Systems Analyst
Location: Roseland, NJ
Duration: 6+ month contract to hire

Interview Process: Phone and In-person
Req. # 18-00253

Contact: Brian Anderson

IVR Systems Analyst (10P- Specialist, Data & Voice Services)
Seeking a highly-motivated Systems Analyst to work closely with Retirement Services business and technical communities to implement IVR solutions to meet business objectives. This position leverages technical skills as well as 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.
  • 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 systems requirements; identify all impacted systems
  • Manage IVR projects; document costs and assumptions, document requirements (VUIs and call flows), maintain project plans, provide 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, and analyze and triage defects reported
  • Collaborate with developers to manage releases; address defects, manage stress tests, and coordinate installations
  • Maintain 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
  • 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)
  • Perform related duties as assigned or requested
  • Demonstrate ownership and accountability of projects and activities
  • 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
  • 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 strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning
  • Possesses analytical, conceptual and problem-solving skills
  • Must enjoy solving complex problems and implementing creative solutions
  • Knowledge of contact center operations and technologies preferred
  • IVR 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