Role : IVR Solution Design Consultant
Work Location : Pleasanton, CA
Duration of assignment (in Months) : 12+ months
Relevant Experience: 8+ Years of Business Analyst / Solution Architect with IVR experience
Technical/Functional Skills
• Experience in Requirement gathering, designing Use Cases and developing process based solutions
• Experienced in Call Center Technologies and IVR automation
• Enterprise Systems Integration experience with Contact Center IVR and helpdesk Applications, IR Call flows, VUI design and web services
• Enterprise systems integration experience to include mainframe and distributed systems
• Experience in analysis, design, development, and deployment of large scale multi-tier enterprise application systems
• Strong written and verbal communication
• Experience with Microsoft Office Suite of tools
• Knowledge of SOAP/XML/WS Security
• Ability to thrive in dynamic, fast-paced software development environment
• Experience in all phases of software development lifecycle including design, configuration and development, testing and implementation
Roles & Responsibilities
• Establish and maintain technical relationships between various stakeholders across multiple work groups to enhance existing call center site functionalities and troubleshoot issues that arise before/during/after deployment
• Act as the single point for contact for work intake.
• Create, manage, and update business requirements / solution designs and Change Request as per business needs and ensure technical risks/issues are well documented and communicated to project Stakeholders.
• Communicate specifications and guidelines to ensure multiple simultaneous and inter-dependent deployments are managed well
Generic Managerial Skills
Business Analyst / Solution Design Consultant
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