191657 -Business Analyst

Company Name:
ACT Consulting

We are conducting a targeted search for a Telecom Business Analystto work for our Energy Client in Charlotte, NC.

Related Technologies: IVR, ACD
Length of W-2 Contract Assignment: 12+ month initial, renewable assignment
Locations: Charlotte, NC
Pay Rate: Market Rate (Straight W-2, no relocation assistance, no expense reimbursement, no benefits)
Corp-Corp Rate: No Corp-Corp, No Third Party, Client does not support H1B or EAD
Work Authorization Required: US Citizen, Green Card Holder, those Authorized to work in the US

The Voice Response Technology group serves as the bridge between the various stakeholders and Information Technology with regards to the Automatic Call Distribution (ACD) and Voice Response (IVR) tools. This group serves as subject matter experts, business analyst, testers and project managers on various projects to enhance these systems. Provide business analyst and/or testing expertise and support for analyzing, designing, developing, testing and implementing improvement initiatives within Customer Operations for the ACD and the IVRs. Responsible for developing well documented business cases, and performing cost benefits analysis, or other financial analysis in the delivery of business initiatives. Responsible for managing relationships with internal clients and third party vendor and service providers for products integrated with the ACD and/or Voice Response tools. Implements non-complex system or process changes regarding the ACD or IVR system. Documents and maintain process documentation as needed. Monitors testing requirements and results for accuracy. Tracks system performance and utilization measures and performs data analysis. Performs and/or analyzes assessments of application quality assurance process.
The positions requires:
-Voice technology experience-
-Call Center experience
-Telecomm experience
-experience with Avaya systems is a plus. -
-Experience Gathering requirements
-Automation testing
-Ability to create functional designs using Visio

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