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.

Bangalore

Chennai

Hyderabad

Business Analyst - Call Routing/IVR Domain 

Business Analyst - Call Routing/IVR Domain  ,Job Description for Business Analyst - Call Routing/IVR Domain  in Randstad in  Bangalore Chennai Hyderabad for (5-11) years of experience. Apply Now!

Job Description for Business Analyst - Call Routing/IVR Domain  in Randstad in  Bangalore Chennai Hyderabad for (5-11) years of experience. Apply Now!