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Business Analyst (IVR /contact center)
5-9 years
Bangalore / Bengaluru
1 vacancy
Business Analyst (IVR /contact center)
Field Industrial Supplies
posted 13hr ago
Job Role Insights
Key skills for the job
Job Description
- Plans and coordinates all aspects of technical projects from initiation through delivery.
- Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
- Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
- Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
- Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
- Identifies needed resources for projects, defines and assigns major project roles.
- Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
What you bring:
- 5 to 9yrs Exp Creation of functional requirements based on business/client/end user needs
- Experience in technical writingIdentifies Business strategies, finds solutionsre-engineering of processes/procedures to produce best results
- Experience working on large/complex projects
- Ability to communicate with engineers on requirements and expected outcomes
- Ability to size development/engineering efforts for cost/timelines
- Abiilty to report project status/delays/escalations and other PM functions
- Familiarity with voice components and/or contact center practices/procedures
- Ability to interact with clients/customers in a professional manner
- IVR knowledge of call flows, automation, self serviceCreation of Visio call flows, both detailed and high level based off User interface documentation
- Ability to perform basic troubleshooting on reported issues for supported contact center platforms
Employment Type: Full Time, Permanent
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Scrum Master(Agile Methodology, Azure Devops)
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Hyderabad / Secunderabad
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