IVR Systems Analyst in Pennington, NJ at APEX Systems

Date Posted: 7/2/2018

Job Snapshot

Job Description

Job #:  863650

Apex Systems has an exciting opportunity for an IVR Business Systems Analyst for a major client in Hopewell, NJ! If you or someone you know may be interested, please contact Michael Conforti at mconforti@apexsystems.com. This opportunity will move quickly!!!

 

Position: IVR Business Systems Analyst/ 863650

Location: Hopewell, NJ

Duration: 12+ Month Contract (Candidates must be able to work on W2)

 

System Analysts perform an interdisciplinary role, acting as the primary interface between the business/client and cross-organizational technology teams. The System Analyst will analyze current processes and systems, assessing the business model and its integration with technology. The Analyst is responsible for eliciting and evolving business requirements and in turn defining and designing the system requirements to meet the business need.  Projects are focused on enhancing a mature, speech enabled and hosted IVR platform with expansive backend integration which has been in production. The Analyst is responsible for shaping and governing how both internal/external clients experience IVR and other contact center interaction services.
 

Responsibilities:

  • Gain a solid understanding of the current system by researching project documentation, systems requirements specifications, call scripts, architecture documents, problem reports and enhancement requests use case and usability studies
  • Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services, and applications into current end user service, process, and support models.
  • Consult and review with Business, Test & Development teams to ensure system requirements are understood by all. Requirements should have key artifacts such as data models, technical specifications, use case scenarios, process flow diagrams,
  • Conduct Joint Application Design sessions when required
  • Serve as the principal conduit through which requirements and solutions flow between the Line of Business and Technology Development, Operations, and Support
  • Ensure a customer experience consistent with existing features, services, and applications
  • Understand the service lifecycle from an end user perspective, bridging the gap between the customer experience and advanced technology services and capabilities
  • Proactively prepare internal and external service providers and change management systems to effectively support services

 

Qualifications / Experience:
5-6 Years hands on experience with Speech IVR or other client/user facing systems as analyst, developer, designer or tester
3-4 Years’ Experience with Call Center Technology Solutions (CTI Solutions, Reporting or Call Routing) as analyst, developer, designer or tester

Specific Skills:

  • Knowledge of voice based (IVR) applications to perform:
    • System Analysis
    • Gap Analysis
    • Traceability
    • Defect Triage
  • Detail-oriented with solid documentation skills
  • Effective cross-organizational communication, building a bridge between business strategy/requirements and multiple development teams and service providers
  • Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the project.

 

 

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.