What are the responsibilities and job description for the Business Analyst (IVR) position at Sky Systems, Inc?
Location: Miami or West Palm office – must go onsite at least 2 days per week
Length: 1 year contract
• English & Spanish speaker preferred
• IVR or call center application testing experience required
Formal description:
Business Analyst IT
This position works with Integrated Voice Response (IVR) applications to help with projects and/or support for the contact center business operations. Business Analyst on this role interacts directly with internal customer from the contact center and customer experience business unit to understand business process and translate into business requirements for developers to improve IVR application processes or to create new ones. Individuals utilize their knowledge of the business partners to facilitate in-depth business process analyses.
Job Duties & Responsibilities:
Required Qualifications:
Length: 1 year contract
• English & Spanish speaker preferred
• IVR or call center application testing experience required
Formal description:
Business Analyst IT
This position works with Integrated Voice Response (IVR) applications to help with projects and/or support for the contact center business operations. Business Analyst on this role interacts directly with internal customer from the contact center and customer experience business unit to understand business process and translate into business requirements for developers to improve IVR application processes or to create new ones. Individuals utilize their knowledge of the business partners to facilitate in-depth business process analyses.
Job Duties & Responsibilities:
- Analyzes, designs, tests, debugs, implements, and integrates IVR applications and or call center applications (CRM, recording solution, dialer, Cisco Finesse, other).
- Provides functional guidance to business unit personnel, develops user stories, test cases and execute them
- Designs and writes the scripts required for call center applications (mentioned above)
- Participates in the change management and service ticket management processes, including receiving, resolution monitoring, and ensuring customer satisfaction
- Works with application vendor as well as other business units to drive projects to successful implementations
- Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
- Ensures that systems and processes (including those of external service providers) comply with corporate social responsibility, security, compliance, and other applicable policies, standards, and legislation
- Meets daily, weekly, and monthly following agile methodologies and ceremonies
- Performs other job-related duties as assigned
- Experience with Jira, agile methodology, SAFe certified
Required Qualifications:
- High School Grad / GED
- Bachelor's or Equivalent Experience
- Experience: 3 years
- Bachelor's Degree
- Jira
- SAFe certification
Recommended Skills
- Business Application
- Test Of Software
- Business Application Development
- Systems Design
- Systems Analysis
- Business Requirements
Salary : $100,000 - $125,000
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