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posted casi 4 años ago

Descripción del trabajo

Responsibilities:

Gain a solid understanding of the current system by researching project documentation, systems requirements specifications, call scripts, architecture documents, problem reports, enhancement requests, use cases and usability studies
Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services and applications into current end user service, process, and support models
Consult with business partners to elicit/evolve requirements to define the project vision and scope from both the client/caller perspective
Participate in business requirement reviews and provide sign-off for baseline documentation
Write functional software requirements specifications using standard templates, clear natural language, unambiguously and concisely
Consult and review with Business, Test and Development teams to ensure system requirements are understood by all. Requirements should have key artifacts such as data models, technical specifications, use case scenarios and process flow diagrams
Conduct Joint Application Design sessions when required
Identify and offer creative technical solutions for obstacles and problems
Functional testing of installed products or systems for requirements traceability
Serve as the principal conduit through which requirements and solutions flow between the Line of Business and Technology Development, Operations, and Support
Ensure a customer experience consistent with existing features, services, and applications
Actively consider and avoid potential issues with the release of new requirements/services
Understand the service lifecycle from an end user perspective, bridging the gap between the customer experience and advanced technology services and capabilities
Proactively prepare internal and external service providers and change management systems to effectively support services
Manage business expectations and ensure commitments are met




Qualifications / Experience:
3-4 Years solid experience with Speech IVR or other client/user facing systems (Online or Mobile)
3-4 Years Experience with Call Center Technology Solutions (CTI Solutions, Reporting or Call Routing)

Specific Skills:

Knowledge of voice based (IVR) applications and CTI standard protocols and technologies to perform:
System Analysis
Gap Analysis
Traceability
Defect Triage
Influential, yet diplomatic with good presentation skills and the ability to communicate effectively with non-technical users/management
Eager, motivated and dedicated to learning the current environment and caller experience independently
Detail-oriented with solid documentation skills
Effective cross-organizational communication, building a bridge between business strategy/requirements and multiple development teams and service providers
Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the project