ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Guides and advises less experienced Business System Analysts.
Analyzes business operations in order to develop new or modified information processing systems.
Consults with business unit management and personnel to identify and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting, and security requirements.
Consults and coordinates with systems analysts and programmers to design and develop automated business systems.
Develops, coordinates, and implements plans to test business and functional processes during system development and quality assurance testing.
Directs and coordinates work of others to develop, test, install, and modify programs.
Creates or assists others in the writing of user documentation, instructions, and procedures.
Competent to work at the highest technical level of most phases of systems analysis while considering the business implications of the application technology to the current and future business environment.
Tuning analysis – Using various speech recognition analysis tuning tools (eg. Nuance Application Report, call monitory, Log Viewer, etc) analyze caller behavior and success rates with respect to IVR applications.
Document tuning results and recommendations.
Coach profession voice talents for IVR call recordings/prompts.
Serve as the liaison between the business and the technology resources for IVR development with the goal of consulting with business unit management and personnel to identify and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting, and security requirements. Work with Call Center managers to understand operational changes and impacts to IVR usage.
Manage and conduct IVR usability testing.
Coordinate with assigned Project Managers on client-specific and/or large-scale development efforts Performs the project management role for projects of low to medium complexity, define the scope and managing the timelines and goals of the project
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or 5 years related experience and/or training; or equivalent combination of education and experience.