Send Resumes to adem@vertigonconsulting.com
Position: Call flow Business Analyst
Location: Bloomington, IL
Duration: 18 months
MUST have experience as a contact center business analyst
Must have experience working with o call flows,
o IVR applications (from a business process perspective),
o customer experience Prefer experience working with Cisco UCM, Cisco CVP and/or Cisco ICM
Additional Qualifications:
o Business Experience: Business Process Management
o Business Experience: Corporate Contact Center Consulting Services (contact center knowledge)
o Systems Experience: Collaborative Technologies
o Business Experience: Digital Media Audio/Video Expertise
o Business Experience: Unified Communications General Skills:
o Strong written and oral communications, o self-starter,
o able to build relationships within all levels of the organization,
o ability to work a full work week mon- fri, onsite at Corp South for at least the week, will consider virtual for week depending on candidate skill level, experience in a mid to large organization where business requirements will be gathered from multiple sources.
This candidate will be working in the DC6 Ideation 5 work stream. This work is focused on delivering and enhancing IVR, NLP and other telephony systems to our customers, agents and contact centers.
Need experience in the build and implementation of Telephony routing/inbound/outbound processes.
Candidate MUST be experienced in building relationships directly with a business product area in their needs for the call systems with the focus of knowledge on understanding and being able to articulate the business results needed.
Must have experience and expertise in how to design an IVR and what are good industry practices for solving routing and user experience issues within a call structure.
Specific Skills:
Business requirements for designing call IVR, Exony tools, SFCTI experience, CIsco or like experience, CentreVu report interpretation and Avaya (or like)systems, NLP solutions, Call center reporting needs
Thanks & Regards
Adem
Technical Recruiter
Vertigon Consulting
Phone: 201-786-2670
Fax: 732-398-0506
Email: adem@vertigonconsulting.com
URL: www.vertigonconsulting.com
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