Business Systems Analyst - IVR Systems

 

Location: Los Angeles area     Position ID:  AXG-1274   

 

JOB DESCRIPTION:

 

Under direction of Manager of IVR Development, the IVR/Voice User Interface (VUI) Business Systems Analyst (BSA) participates in the detailed design, construction, documentation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. The company has global Call Centers in three different continents. Since the IVR is callers' first point of contact, it is a mission-critical application to the organization. The BSA will provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs.

 

DUTIES & RESPONSIBILITIES

 

• Design, create and document effective, natural language callflows with a high degree of usability.
• Analyze and define system requirements for IVR applications to meet business requirements.
• Prepare and maintain complete business requirement specification and design documents.
• Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups. 
• Work closely with business managers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with the Project Management Office (PMO) in the implementation of solutions.
• Responsible for project deliverables while supporting day-to-day production activities.
• Interface between Business Units and Information Technology (IT).
• Conduct the documentation review meetings; obtain approval signatures to proceed.
• Participate in projects through all phases of the SDLC.
• Initiate architectural review.
• Attend meetings with external vendors.
• Attend QA bug meetings.
• Assess business risk, potential severity, probability and strategy.
• Coordinate user acceptance testing of system enhancements and projects.
• Provide stabilization confirmation.
• Provide post production support and assess system health.
• Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation.
• Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, SharePoint, and other like tools.
• Create and maintain script documentation.
• Supervise script translations and recordings.
• Document process flows and system specifications.

• Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems.
• Resolve reported issues, directing the necessary resources as each item warrants.
• Perform troubleshooting and analysis to assess root cause of application and data issues.
• Administer duties as defined by the performance review plan within the required deadlines.

 

QUALIFICATIONS:

• Facility with natural language, and English in particular.
• Minimum of 3 years professional experience in an IT environment.
• Minimum of 1 year professional experience in business systems analysis.
• Minimum of 1 year experience with IVR / callflows / scripts.
• Minimum of 1 year Microsoft Visio experience.
• Demonstrated knowledge and experience in requirements gathering.
• Proven expertise in systems analysis and functional design.
• Experience with specification documentation and problem resolution.
• Thorough understanding of the full software development life cycle.
• Ability to develop cohesive working relationships with internal and external clients.
• Pre/post-implementation support skills involving user functional support and high-level troubleshooting. Application and technical architecture disciplines.

 

PREFERRED EXPERIENCE (not is absolutely required):

• Experience with speech recognition systems.
• Bachelor's degree in a business, financial or technical field.
• Experience working in an IT development environment based on Microsoft .NET framework.
• Banking and/or credit card systems (stored value systems) experience.
• Experience using SharePoint.
• SQL Server Query Analyzer and SQL Server Enterprise Manager.
• Project management experience.
• Client-server application development experience and concepts familiarity.
• Web application development experience and concepts familiarity.
• RDBMS skills and SQL knowledge.
• Unified Modeling Language (UML) process experience.
• Knowledge of the Spanish language.
• Linguistics (grammars, syntax, semantics, phonology) background.

 

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

 

Please refer to Position ID:  AXG-1274   

 

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/