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IVR-CTI Automation Analyst II



Operational Research & Process Improvement

Miami
 • 
ID: 520-011421
 • 
Full-Time/Regular

Recognized leader: Rated #1 Prepaid Wireless Provider in the U.S.
Technology driven: Opportunity to work with state-of-the-art technology.
Teamwork: Supportive team environment that thrives on innovation.
Culture: An entrepreneurial focus, where ownership and ingenuity are expected.
Benefits: Medical, Dental & Vision coverage, 401(k), Educational Assistance, Life Insurance, Short- and Long-Term Disability, Employee Assistance Program, Vacation, Paid Time Off, Health & Wellness Resources and Employee discounts.

 

What you will do:

  • Partner with Business Owners to understand Business Processes and initiatives
  • Monitor Production Systems for performance
  • Research into escalated issues reported through various groups, including both production issues and testing defects.
  • Review of user interfaces for assigned channel(s) and call center practices with a goal of identifying items that help optimize the interfaces for users and improve reporting/analytical capabilities necessary for understanding user activity.
  • Documentation and quantification of issues, analysis of impact on customers and business for appropriate prioritization.
  • Drives testing, including support of internal testers, developers, and third-party vendors during development and unit testing phases.
  • Supporting the Agile Team on prioritizing deliverables

 

 Responsibilities:

  • Work independently on research which can also come from internal requests related to potential issues with transactional processes.  This would include testing/troubleshooting and data analysis to identify, understand and quantify issues.
  • Oversee and coach the team, being strong advisor for them. Assure accuracy of testing, generation of test cases, and creation of test data.
  • Help identify issues and work with design and development resources to get appropriate resolutions for fixes and enhancements.
  • Conduct operational monitoring to ensure channels are performing as expected and to support the company’s understanding of baseline performance. Facilitate the identification and diagnosis of customer and agent impacting issues. Work with analysts in groups such as Process Improvement to get reporting automated that would be useful for ongoing visibility to issues when they occur.
  • Speed up the analysis of deliverables and support in prioritizing them. Advise the team on any impediment they could have.
  • Identify issues in efficiency or automation and suggest improvements by creating CRs
  • Submit reports on performance and progress
  • Train new employees
  • Perform miscellaneous job-related duties as assigned.

 

 


Required Skills

  • Bachelor’s degree or equivalent (4 years) combination of education and industry related work in a technical field such as Engineering, Computer Science related software or hardware, mathematics or hard sciences. OR Bachelor’s degree in a social science field with heavy emphasis on statistical analysis and at least one year of experience with commercial application of statistical analysis. 

 

  • 3 years of experience in automation of business processes, and/or operational processes in any of the following:

 

    • Lead/Supervisory Experience
    • IVR/PBX functionality
    • Test case creation
    • UI specs analysis
    • Data Analysis
    • IT Development
    • Application Monitoring
    • Reporting
    • BI
    • AWS Tools such as CloudWatch, Connect

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