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Business Analyst with IVR Exp

Assign Corp

This is a Full-time position in Toronto, ON posted June 24, 2020.

Business Analyst Contract-to-hire Location Downtown Toronto Business Analyst will be primarily responsible for the maintenance and the enhancements of Interactive Voice Response Systems (IVR) and Contact center integration.

The Business Analyst will act as a liaison with the business stakeholders and project delivery teams to elicit, analyze, communicate, and document requirements for use within the project.

Duties Responsibilities bull Analyze the businessuser requirements and translate them into IVR requirements for various enhancements across all Contact Center applications
– IVR, Call Routing configurations and Agent desktop system bull Recommend speech and touch-tone user interface design enhancements via call flow, dialogue, andor prompt changes.

bull Design and produce reporting on IVR performance and key metrics bull Facilitate requirements gathering sessions bull Develop requirements and technical specifications for future enhancements and new configurations based on the results Knowledge and Experience bull 5 years of experience as a Business Analyst having demonstrated advanced knowledge of system development life cycle bull Must have 1-3 years of experience in IVR and Contact Center Solution projects and upgrades including designing IVR Call Flows bull Working knowledge of Nuance Cloud IVR, Twilio or a comparable tool bull Demonstrated knowledge of agile practices including scrumiterative delivery bull Ability to build current state and future state business process maps bull FinanceBanking industry is a plus Skills bull Ability to quickly learn organizational structure, business strategies and processes bull Strong Documentation Skills (Capable of writing clear and well-structured business documents) bull Strong MS Office Skills (Word, Excel, Project, Outlook, Visio) bull Strong facilitation, leadership, presentation and organizational skills bull Able to communicate with varying stakeholders in different situations (e.g., one-on-one interviews, formal requirements gathering sessions, etc.) bull Ability to handle multiple tasks simultaneously