Contact Center Analyst

New York  ‐ Onsite
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Keywords

Description

Summary:

Works with telecom specialists, IT partners, and third party vendors to gather and enter all new and changed data into contact center administrative platform. Requires creating and inputting information such as; call flows, call routing, call strategy details, contact center agents and admins (users), supervisor hierarchy and agent preferences. Position requires working knowledge and experience in contact center platform administration, preferably Genesys applications.
Essential Duties and Responsibilities:
  • Prepare all data for migration into new data Servers.
  • Create and input call flows, users, supervisory hierarchy, agent preferences, etc. into new platform.
  • Technically adept with contact center platform administration and/or ability to quickly learn contact center platform software.
  • Review and assess business requirements.
  • Ability to analyze business requirements and interpret information for input into contact center administrative platform.
  • Develop test scripts to assess new functionality.
  • Perform UAT.
  • Communicate updates to stakeholders.
  • Knowledge of reporting in contact center solutions.
SKILLS:

Education and/or Experience:
  • Bachelor's degree OR equivalent; or four to six years related experience and/or training; or equivalent combination of education and experience.

Skills/Qualifications:
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Working knowledge of Microsoft Office, Internet Explorer, and familiarity with reporting software, contact center technology, and contact center administrative platform (preferably Genesys).
  • Potential travel.
  • Knowledge of telecommunications, contact center platform systems - call routing, administrative functions for contact center platform - Genesys preferred.
Start date
n.a
From
Synectics
Published at
28.02.2015
Project ID:
860171
Contract type
Freelance
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