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20/05 Sebatini Kaviya
Delivery Lead at Randstad

Views:257 Applications:44 Rec. Actions:Recruiter Actions:0

Business Analyst - Call Routing/IVR Domain (5-11 yrs) Premium

Bangalore/Chennai/Hyderabad Job Code: 823413

Responsibilities:

- Evaluate business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.

- Develop/Maintain Best Practices policies/procedures for technical implementations.

- Propose comprehensive routing requirements based on business needs.

- Capture business objectives to help ensure business requirements are accurate and that stakeholders share a common understanding of the requirements.

- Engage internal and cross-functional resources in the development of business strategies that guide the operation.

- Meet with end-users and technical staff of all types to gather and document business and system requirements.

- Complete regular, ongoing regression testing of voice portal/IVR applications/routing applications.

- Assist with UAT testing of voice portal/IVR applications/routing applications.

- Provide support for day-to-day operations/maintenance/updates to the call management ecosystem.

Required Skills:

- Bachelor's degree or MBA.

- 5-11 years of relevant work experience.

- Knowledge in one or more of the following systems is a must: Knowledge Base, Vision, ACSS, IVR, Call Routing, Avaya ACD, Pega Systems.

- Conversational design, testing, and customer experience/usability experience.

- Ability to work periodic support after hours and on weekends as well as the ability to provide off-hour support, including overnight, for product code deployments and emergency issues.

Even better if you have:

- A degree in business administration, engineering, information systems, computer science, or a related field.

- Bachelor s degree or three or more years of call routing or IVR work experience.

- Two years or more experience in call center processes and customer service.

- Certification in one or more of the following: Certified Business Analyst (CBAP), Professional Business Analyst (PMI-PBA), Project Management Professional (PMP), Lean Six Sigma, Business Process Management (BPM).

- Experience in Clarity, JIRA, Confluence, SharePoint, G-Suite as well as Agile methodologies.

- Knowledge of Machine Learning and Artificial Intelligence methodologies/best-practices.

- Experience using and designing in Tableau.

- Formal training in relevant topics.

Women-friendly workplace:

Maternity and Paternity Benefits

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