Pacific Search Consultants  â–ª   Professional Recruiters in Speech Technology

phone: 949.366.9000  â–ª   fax: 949.366.9200  â–ª   www.SpeechTekJobs.com

Contract / Consultant and Full Time - Business Systems Analyst - IVR Systems

 

Location: Los Angeles area     Position ID:  AXG-1274   

 

This position can be filled with either a full time employee or a contractor/ consultant.  Either way, the individual needs to work on-site at the company's headquarters in the Los Angeles area. Relocation assistance is available.

 

JOB DESCRIPTION:

 

Under direction of Manager of IVR Development, the IVR Business Systems Analyst (BSA) is responsible for the detailed design, construction, documentation, and support of telephony speech- and DTMF-based systems and related voice user interfaces. The BSA must have a proven background developing IVR's that meet established specifications, design criteria, quality standards and business requirements. The company's three global Call Centers (in three different continents) feature state-of-the-art  IVR systems that serve as the callers' first point of contact. Therefore, the IVR's are mission-critical applications 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.

 

•        The BSA will work closely with internal company groups (stakeholders) which generate new ideas for product functionality.

•        The BSA gathers and documents new requirements, designing callflows based on what the stakeholders want, while also advising as to the best way to achieve the desired functionality using speech or DTMF.

•        As new features are added to existing callflows or other changes are made, the BSA updates callflows and related documentation.

•        The BSA provides requirements documentation and callflow diagrams to internal IVR Developers (who write VXML, C#, Javascript, and XSL programs as needed to implement the callflows).

•        The Analyst will design most of the voice user interfaces (especially the upfront design and vetting with the stakeholders), with the IVR Developer assisting on some design details.

•        The Business Systems Analyst will not have any coding responsibilities. (The IVR Developer performs all required programming.)

 

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.

•        Work on 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 the various phases of the SDLC.

•        Initiate Architectural review.

•        Attend internal technical project meetings, as needed.

•        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 similar 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.

•        Adhere to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

•        Administer duties as defined by the company's 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 analysis.

•        Minimum of 1 year experience with IVR / callflows / scripts.

•        Minimum of 1 year Microsoft Visio experience.

•        Experience working with IVR systems.

•        Demonstrated knowledge and experience in requirements gathering.

•        Strong experience with systems analysis and functional design.

•        Experience with specification documentation and problem resolution.

•        Thorough understanding of the full software development life cycle.

•        Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.

•        Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.

•        Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.

•        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.

•        UML process experience.

•        Knowledge of the Spanish language.

•        Linguistics (grammars, syntax, semantics, phonology) background a plus.

 

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/