Senior Business Analyst - Telecom IVR & Analytics
eTeam, Charlotte, North Carolina, United States, 28245
Job Details:
Job title: Senior Business Analyst - Telecom IVR & Analytics
Work Location with Zip code: Charlotte, NC 28273
Duration of the project: 6 Months
Minimum years of experience required: 8-10 Years
Would you require the candidates to meet you for an in-person interview?: Video/Virtual Interview: Video is fine
Education Qualification required: BE
Must have skills: Skillset: IVR domain knowledge, Business analysis. Please DO NOT submit profiles of candidates who have previously worked with Charter Communications or Spectrum. The client is looking for local candidates based in Charlotte, NC ONLY.
Detailed Job Description: Should have experience in working in Telecom sector, ideally in IVR area particularly in conversational IVR area. Should have experience in caller experience testing initiatives, identifying usability gaps and recommending improvements that enhanced customer satisfaction and self-service effectiveness Should have experience in analyzing call data and IVR system performance using SQL and analytics tools to uncover insights and guide data-informed product decisions Partner with developers, technical teams, and business stakeholders to implement voice application updates and optimize IVR call flows Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering development staff. Identifies, documents, reports and tracks system issues. Supports the process of translating business needs into formal technical requirement deliverables.
Minimum years of experience: 8-10 years Education: Bachelor's or Master of Engineering
Must have skills: Skillset: IVR domain knowledge, Business analysis. Please DO NOT submit profiles of candidates who have previously worked with Charter Communications or Spectrum. The client is looking for local candidates based in Charlotte, NC ONLY.
Detailed Job Description: Should have experience in working in Telecom sector, ideally in IVR area particularly in conversational IVR area. Should have experience in caller experience testing initiatives, identifying usability gaps and recommending improvements that enhanced customer satisfaction and self-service effectiveness Should have experience in analyzing call data and IVR system performance using SQL and analytics tools to uncover insights and guide data-informed product decisions Partner with developers, technical teams, and business stakeholders to implement voice application updates and optimize IVR call flows Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering development staff. Identifies, documents, reports and tracks system issues. Supports the process of translating business needs into formal technical requirement deliverables.
Minimum years of experience: 8-10 years Education: Bachelor's or Master of Engineering