Role : Business Analyst with IVR Experience
Work Location : Pleasanton, CA
Duration of assignment (in Months) : 6-12 months
Experience: 8 Years
Essential Functions:
• Consults with business partners and project teams to define and document business requirements (net new requirements, changes to deployed system, etc.)
• Develops solution alternatives, high-level designs, functional specifications and estimates that address KP's overall corporate and business strategies. (Emphasis on telephony systems and applications).
• Leads the ideation, concept and definition of projects, and remains involved thereafter to ensure alignment with designed and accepted solutions through development, testing, implementation and support.
• Functions as project lead for the coordination of solution development including the development of high-level requirements documents, solution alternatives, logical designs, physical designs, defect fixes and other associated tasks.
• Acts as a liaison between the business and technical staff, including development staff and other entities such as Enterprise Operations and Enterprise Engineering.
• Manage working relationship with business partners by demonstrating knowledge of existing systems
• Provides integrated systems planning and leads the review and design concepts for new contact center systems and applications
• Develops and documents the technical design for the integration and implementation of contact center systems and applications.
• Ensures the development of plans for integration of new systems architecture into current infrastructure.
• Participates in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned, and strategies for future releases and deployments.
• Reviews input on supply and demand management and provides feedback as needed.
• Directs the development of comprehensive and strategic business cases with cost/benefit dimensions of proposed projects that are used at management and executive levels for funding and scope decisions.
Basic Qualifications:
• Bachelor's degree in a related field or 4 additional years of equivalent work experience.
• 8 years relevant experience
• System Experience in contact center consulting and the design, development and integration of complex contact center systems and applications(Dial plan, Carrier migration, IVR, Skills based routing; good to have exposure in NICE, Aspect, Opstel, CTI, Symon, etc.).
• Experience performing business analysis, system/application design, and project management
• Experience using structured system/software life cycle & development methodologies (RUP, RM-ODP, RAD, etc.)
• A broad understanding of all technologies.
• Ability to develop advanced concepts, techniques and standards.
• Viewed as functional expert and leader in contact center technologies and operation.
• Knowledge of emerging technologies and trends in the healthcare industry.
• Strong understanding of System/Software Development Lifecycles and Project Management methodologies.
• Proven leadership, problem-solving and decision-making skills
• Strong written, oral communication, analytical, organizational and interpersonal skills
• Excellent customer relationship management and customer service skills
• Strong collaboration, documentation and presentation skills
• Must have a positive attitude and the ability to work and communicate with all levels of management, clients, other IT staff, vendors, external partners, System Integrators etc.
• Demonstrated service orientation to monitor others' work to ensure quality and alignment in meeting customer's needs.
• Ability to maintain standards, prioritize project work to meet customer's needs.
• Ability to work in a fast-paced and dynamic environment.
• Experience in the Healthcare industry/domain.
Urgent Requirement: QA Lead with Capacity Stress Test & Mainframe Testing Experience (NJ)
Role : QA Lead with Capacity Stress Test & Mainframe Testing Experience
Work Location : Jersey City, NJ
Duration of assignment (in Months) : 6-12 months
Position Summary:
• The Capacity Stress Test Environment Lead provides the environment to support and execute a RegSCI compliant capacity stress test
Principal Responsibilities:
• Day to day leadership of a team of technical professionals
• Develop and deliver the environment requirements for inclusion in the Test Approach
• Acquire and deliver a fully functional environment for capacity stress test execution
• Develop and deliver a model that defines the delta between production and test environments
• Collaborate with the Data Lead to ensure delivery of a fully functional test execution environment
• Provide support throughout all stages of test development and execution
• Manage schedule to avoid contention between multiple teams who need access to the test environment
• Evaluate infrastructure architectural concepts and familiar with performance monitoring and measurement
• Prepare and present status reports
Experience:
• 8+ years leading technical test teams
o Experience with both functional and non-functional testing preferred
o Experience in the financial industry preferred
• Proven ability to deliver projects according to the project plan
• Leadership of test teams responsible for test environment delivery and test execution
• Experience with multi-technology end-to-end testing (mainframe and distributed systems including)
• Proficient in infrastructure architectural concepts and familiar with performance monitoring and measurement
Knowledge and Skills Required:
• Excellent interpersonal, communication, organizational and team leadership skills
• Time management and resource allocation
• Ability to collaborate with other departments
• Ability to summarize findings for review by technical and non-technical stakeholders
• Technical knowledge of mainframe architecture and performance monitoring (LPAR, CICS, DB2, MQ)
Education, Training &/or Certification:
• BS or Equivalent Experience in Engineering, Computer Science, or Information Systems Management
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