Sr. IVR Business Analyst

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Job description

• Expertise in IVR, call routing and telephony platforms to analyze, design, and develop business solutions.
• Serves as a liaison between users, technical staff and vendors for business and technology requirements, problems, services, and training, as required.
• Translates business requirements into functional requirements related to IVR and telephony platforms.
• Develops User Acceptance Test (UAT) Plans and Test Cases and participates in all testing as part of monthly releases
• Provides analytical support for multiple, complex cross-functional projects simultaneously, establishes work plans and timelines, coordinates with internal and external resources.
• Works with all facets of business leaders to support and influence ideas to create clear scope with understood process and technology gaps related to the telephony platforms.
• Drives development and mentors others to produce clear business cases.
• Defines requirements modeling standards to include definition of business needs, how and when to reuse functional requirements, and business scope of non-functional requirements.
• Participates in requirement sessions to support the analysts in managing scope and delivery when needed.
• Is the enterprise expert in requirements elicitation.
• Maintains service ownership, capacity and license management and product roadmaps for all telephony applications.
• Facilitates multi-layer meetings and able to provide conflict resolution for the best outcome.
• Uses exceptional knowledge of business analysis to create compelling presentations and influences business leaders to make well informed decisions.
• Requires good knowledge of the telephony applications such as Avaya, Cisco, Nuance, Verint etc.
• Requires good knowledge including best practices related to call routing, IVR, and Speech Recognition, and CTI.
• Extensive experience in documentation of business requirements and system functional specifications, including business requirements documents (BRD) and functional specifications documents

Technical Skills:

• IVR Design Development and UAT : VoiceXML, Convergys/Edify, Syntellect, Interactive Intelligence, Nuance Natural Language and Directed Dialog
• Computer Telephony Integration (CTI): Cisco UCCE and UCCX, NEC, Syntellect CT, Avaya Interaction Center
• Connect, Avaya, Nortel, Siemens OpenScape, Genesys, ShoreTel
• Contact Center Desktop Solution Integration
• Telephony: SIP, T1 (CAS and PRI), FXO/FXS (analog telephony), VOIP Gateways(AudioCodes, Quintum, NET)
• Programming Languages: .NET (VB.NET and C#), ASP.NET, PHP, SOAP, SQL, JavaScript
• Web Services: SOAP, REST
• Databases: SQL Server, MySQL, PostgreSQL, Oracle
• Networking: MPLS
• Operating Systems: Windows Server 2, Linux
• Microsoft Office: Word, Excel, Outlook, PowerPoint, Visio, Project
• Audio auditing using various tools such as Wireshark, Audacity, Soundforge

NOTE: MUST reside in California