Please find the below requirement and if interested then send me updated resume along with contact details ASAP.
Job Title: Integrated Voice Response Analyst
Location: Bloomington, IL
Duration: 6+ months
Experience Required: 7+ years
JOB DESCRIPTION:
Mandatory Skills:
This work is focused on delivering and enhancing IVR, NLP and other telephony systems to our customers, agents and contact centers. Need experience in the build and implementation of Telephony routing/inbound/outbound processes. Candidate MUST be experienced in building relationships directly with a business product area in their needs for the call systems with the focus of knowledge on understanding and being able to articulate the business results needed. Must have experience and expertise in how to design an IVR and what are good industry practices for solving routing and user experience issues within a call structure.
Specific Skills:
Business requirements for designing call IVR, Exony tools, SFCTI experience, CIsco or like experience, CentreVu report interpretation and Avaya (or like)systems, NLP solutions, Call center reporting needs,
Other responsibilities will include but not be limited to:
Analyze current business process to understand how new capabilities will enhance business results
Participate in Use Case Showcases to drive out and confirm business requirements and user stories.
Create use cases from requirements and identify/respond to gaps which come to light.
Work with cross functional teams to understand integrations needs
A dedicated point of contact for questions regarding the Business product during any stage of development
Work with other leads to communicate change management implications from each work stream.
May facilitate meetings between stakeholders
Identify desired product features from the end user audience
Prioritize desired product features as team prepare for project activation.
Participate as needed with Business and/or System Architect as vendor activities are identified.
Identify and provide options for roadblocks and gaps to achieving business capabilities
Apply those options as appropriate across multiple work streams
Escalate to work leads issues identified during use case development
Will participate and own deliverables within the project execution phase
Test connection point for acceptance testing for internal teams and vendor teams
Experience with working with and communicating to multiple levels of an organization.
Desirable Skills:
IVR, Exony tools, SFCTI experience, CIsco or like experience, CentreVu report interpretation and Avaya (or like)systems, NLP solutions, Call center reporting needs
Thanks and Regards
Pankaj Kumar
Email:pankaj@sysmind.com
Phone:609 897 9670 Extn 2161
GTalk: recruiter.pankaj@gmail.com
Address: 38 Washington Road, Princeton Junction, NJ 08850
In case I am not available please call Akash @ (609) 897-9670 x2177
This is an auto-generated message, please do not reply.
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