Senior Business Systems Analyst *MUST BE ABLE TO OBTAIN A DHS SUITABILITY*

ACD, HTTP, ITIL, IVR, Contact center, requirements gathering, QA, Reporting, Software, Technical support, XML, XMLSpy
Full Time
Depends on Experience
Work from home available Travel not required

Job Description

Job Title                                             Senior Business Systems Analyst

Location                                             Tysons Corner, VA (full remote available)

Type of Employment                          Full Time

Salary                                                DOE + full benefits

Clearance Type                                 DHS Suitability (or the ability to obtain)

 

Primary Responsibilities:

*MUST HAVE AVAYA TELECOM EXPERIENCE AND CALL CENTER EXPERIENCE*

  • Coordinate with internal stakeholders and vendors to document, set up, and test required components of Desktop Screen - Pop/Soft-Phone applications, workforce management, and real-time and historical reporting systems
  • Serve as liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades
  • Prepare, consolidate, analyze, and present daily, weekly, monthly, and quarterly reports
  • Recommend processes, procedures, and system(s)-flow changes to increase routing accuracy and customer satisfaction
  • Assist in maintaining and upgrading support tools and telecom/Contact Center reports
  • Provide decision makers with actionable systems related recommendations
  • Run queries using multiple database systems (e.g. Microsoft Access), and execute integration testing
  • Design and create multiple pivot tables using Microsoft Excel for the required reporting metrics and deliverables.

 

Required Skills

*MUST HAVE AVAYA TELECOM EXPERIENCE AND CALL CENTER EXPERIENCE*

  • Ten (10) or more years of experience within a Contact Center that includes all the following call routing and management technologies:
    • Automatic Call Distributors (ACD)
    • Interactive Voice Response (IVR)
    • Email
    • Workforce management systems
    • Knowledgebase systems and
    • Quality assurance applications.

 

Desired Skills

  • Experience in Contact Center operations that include:
    • Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, , and business intelligence software, eXtensible Markup Language (XML)
    • XML editing tools – XMLSpy, Hypertext Transfer Protocol (HTTP), Secure Sockets Layer (SSL) and client certificates.

 

Educational Requirements

  • Bachelor’s Degree: ITILv3 Certification REQUIRED
  • HDI Technical Support Professional and Project Management Professional (PMP) certifications
Dice Id : 10115554
Position Id : 6797295
Originally Posted : 2 months ago
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