Innovations technological

Hello,

Please respond with any available profile to vidya.sagar@inentinc.com or can call me at desk for further queries……

Job Title: Customer Care Business Analyst(IVR Analyst/Developer)

Location: Columbus OH

Duration: 12+ Months

Business Systems Analyst:

·         Provides basic systems support for assigned contact center application(s) which may include but are not limited to the following: Cisco UCCE, Cisco CVP, Nuance Voice Recognition IVR, Egain / Exony Reporting. Researches routine problems and recommends or takes appropriate action to correct.

·         Working with Lead Business System Analyst, candidate will be responsible for working with IT and business stakeholders to develop project scope and requirements to ensure quality delivery of Contact Center Systems strategic and tactical project initiatives associated with Client.

·         Will work within IT SDLC process to facilitate changes and manage projects following required documentation and approval standards May be required to work directly with vendors to address needs, resolve issues, trouble shoot system issues and coordinate appropriate resolutions.

·         Will work within IT SDLC process to facilitate changes and manage projects, project management. Will work to develop training materials for both IT and business users.

·         Will maintain and develop relevant documentation.

·         Proficient in Excel (specifically pivot tables), Word, Power Point, data analysis.

·         Knowledge of contact center operation and systems is required.