Telephony Lead

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Telephony Lead for our client in the Healthcare domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.

Duration: 12 Months Contract

Location: Corona, CA

Role: Telephony Lead

Primary Skills: Business Analysis

Role Description: The Telephony Lead would need to have at least 4+ years of experience. This is more of a business side role where you must be someone who has telephony/IVR/ Contact center domain with strong experience of Business Case Development including building ROI.

Responsibilities:

- Design, improve and enhance caller experience via telephony systems via exploration of innovative technology components

- Work with analytics to identify areas of improvement and present via data driven design

- Insure IVR and Routing design adheres to industry best practice Branding standards

- Lead development and execution of strategy, future telephony functionality, enhancements and capacity management to meet the evolving needs of the business with collaboration Contact Center Operational leaders and IT

- Participate in governance and change control/management activities

- Coordinate with testing, technical, business, reporting, and vendor teams to review and approve business and technical requirements planning and design sessions

- Drive IVR self-service utilization improvements

- Collaborate with business intelligence team to validate and investigate data for reporting and analytics

- Manage queue treatment change requests

Required Qualifications:

- Ability to explore new telephony capabilities to determine feasibility and benefit of bringing to the call center

- Business Case Development including building ROI

- BA/BS degree in related field or equivalent experience

- A minimum of 4 years of experience in contact center telephony technology domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics, etc.), operations experience

- Bilingual a plus

- Experience leading small to large projects

- Ability to work effectively within matrixed organizations and develop strong partnerships with both IT and business partners

- Ability to navigate through large and complex organizations

- Strong customer service skills

- Extensive understanding of SDLC, Agile, change management, application development, infrastructure and industry best practices

- Ability to analyze, document, and present to senior IT and business leaders

- Critical, strategic thinking, meeting facilitation, outstanding verbal and written communications, and interpersonal interaction skills are required

- Healthcare business acumen

- Self-starter requiring minimal supervision

Education: High School/Bachelor s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent.

Experience: Minimum 4+ years

Relocation: This position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Recruiter Name: Rajiv Kumar

Recruiter Phone: (Ext: 2228)

Equal Employment Opportunity

Minimum Education Required: High School

Years of Experience Required: 3-5 Years

Expected Travel Time: None