Designs, modifies, develops, writes and implements software programming applications. Supports and/or installs software applications/operating systems. Participates in the testing process through test review and analysis, test witnessing and certification of software. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. Cisco CV, and ICM. Cisco/Genesys CCaaS and Google CCAI preferred. Expert in SQL required.
Job Tasks: • Configure, review and oversee documentation of call flows and interdepartmental documents and communications • Gather project requirements and configure to continually improve our member experience • Act as a voice application subject matter expert for the internal team and business partners • Join support calls with partner and providing sufficient details as needed to resolve issues • Assist in developing application roadmap and strategy • Application report gathering and analysis • Train and mentor team members on application and technical skills.
Qualifications: • 5-10 years of experience • Cisco CVP, CUIC and ICM experience required • IVR Configuration Training, Required Application Certification • Call center experience preferred. Required vendor trainings. • Technical troubleshooting experience • IVR and call flow experience preferred • College degree in a related area of study preferred • Business analysis experience preferred • Proficient in Microsoft Office Applications (Excel and Visio) • Expert SQL experience REQUIRED • Strong analytic and problem solving skills
ivr Business Analyst SQL Call Center Microsoft Visio Microsoft Excel Software Engineer