BUSINESS SYSTEMS ANALYST – CALL CENTER TELEPHONY SYSTEMS (TEMPORARY)
Contract through 2018
This position is responsible to discover, analyze and document business and technical requirements. The analyst plays a key role in projects that support the call center technologies with a focus on stabilizing and improving the telephony systems to improve customer experience and increase agent productivity. The role requires working closely with Customer Service leadership, IT department, and vendors.
·Document current processes and flows that support our call center technology (i.e. requirements, prompts and messages, call flows, routing rules, etc.).
·Identify business requirements and develop operations facing implementation plans as a result of Telephony program and subprojects.
·Support with triage and effectively communication reported issues.
·Identify and investigate trends related to reported issues. Contribute to cross-organizational process documentation in managing and addressing telephony breakage and service incidents.
·Pro-actively identify routing strategy pain points, opportunities, and drive improvements in Customer Channel experiences.
·Hands-on testing and validation of business requirements and system functionality.
·Other projects and duties as assigned.
Bachelor’s degree in Business, Information Technology, or similar preferred. Demonstrated experience may be considered in lieu of degree.
Five years of call center technology, such as Cisco, Aspect, Avaya, IVR, Chat and/or Customer Channels routing experience.
Project management experience. CiscOprations Reporting.
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at ****
VEVRAA Federal Contractor
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.