IVR Business Analyst
Kforce Inc.
Miami, Florida
RESPONSIBILITIES:
Kforce has a client in Miami, FL that is seeking an IVR Business Analyst.Summary:In this role, the IVR Business Analyst works with Integrated Voice Response (IVR) applications to help with projects and/or support for the contact center business operations. This position interacts directly with internal customer from the contact center and customer experience business unit to understand business process and translate into business requirements for developers to improve IVR application processes or to create new ones. The IVR Business Analyst will utilize their knowledge of the business partners to facilitate in-depth business process analyses. Responsibilities:- Analyzes, designs, tests, debugs, implements, and integrates IVR applications and or call center applications (CRM, recording solution, dialer, Cisco Finesse, other)
- Provides functional guidance to business unit personnel, develops user stories, test cases and execute them
- Designs and writes the scripts required for call center applications (mentioned above)
- Participates in the change management and service ticket management processes, including receiving, resolution monitoring, and ensuring customer satisfaction
- Works with application vendor as well as other business units to drive projects to successful implementations
- Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
- Ensures that systems and processes (including those of external service providers) comply with corporate social responsibility, security, compliance, and other applicable policies, standards, and legislation
- Meets daily, weekly, and monthly following agile methodologies and ceremonies
- Performs other job-related duties as assigned
REQUIREMENTS:
- High School diploma/GED required
- Bachelor's or equivalent experience preferred
- SAFe certified preferred
- 3+ years of experience
- Experience with Jira; Agile methodology
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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