Description
Customer Delivery SIVR Call Routing Analyst I
Bellevue, WA
1 year Contract
Analyst would work with business partners and IT to determine the priority/validity of emerging system issues and communicate them as necessary.
Provide support of engineering issues along with the deployment of Front End SIVR messages to our customers.
Engage with other support organizations to participate, test, validate, communicate, and otherwise contribute as needed to the support of our systems in production.
Be available for some evening, night and weekend work
Good time management, problem solving, and organizational skills
Must be able to independently develop a strong knowledge of the needs and values of our customers and partners and use that knowledge to directly drive decisions, priorities, and actions.
-Complete required analysis deliverable documentation
-Presents at peer reviews to solicit feedback on materials created
Minimum Required Skills/Competencies:
Qualifications:
-Has the ability to apply the knowledge of the business processes in their area of responsibility and can work with the Business to define requirements that will drive efficiencies in the business taking into account the entire picture as well as the details
-Has the ability to apply the knowledge of the application systems in their area of responsibility and can identify, evaluate and define impacts of changes, provide alternatives both to the application changing and all upstream and downstream systems, or identify if a change is a manual process taking into account the entire picture as well as the details. Generally assigned to cross-functional and cross-departmental projects with moderate complexity and cross-system impacts.
-Has the ability to utilize available resources to determine solutions and document and communicate solutions to meet business objectives.
-Ability to apply modelling techniques to Analyst deliverables
-Has the ability to perform a cost/benefit analysis to determine whether automation is the appropriate course of action.
Experience:
- 1-2 years experience creating Requirement, Functional Specification, & Test Requirement documents required
- 1-2 years experience with supporting -purchased or in-house developed applications required
Technical knowledge of Microsoft Office products.
Minimum of 1 year experience in call routing and/or IVR systems such as Avaya, Cisco, Convergys, etc.
Preferred skills:
- 1-2 years experience in software development, software design or business process design and implementation preferred
-1-2 years experience in telecommunications industry preferred
-1-2 years experience with a formal SDLC preferred
-1-2 years year experience developing business solutions with a variety of tools preferred
Advance problem solving and analytical skills.
Ability to work with limited supervision.
Ability to work well with a remote team.
Experience in reporting systems such as Business Objects.
Bilingual (Spanish) preferred, but not required.
E-Workforce Management
Technical writing skills
Data networking knowledge
Please email your Resume, referencing the appropriate Job ID J-.
Referrals are welcome!