Analyste BI chez CAA - Québec, créant rapports et tableaux de bord. Transformant les données en recommandations pour soutenir les décisions et opérations.
LP
Technical Business System Analyst – IVR / Telecom
Posted via LinkedIn Recruiter (not a company profile)
Posted 4 months ago
About the role
- Seeking an experienced Technical Business System Analyst with IVR and telecom expertise to design and enhance customer interaction experiences.
Responsibilities
- Support IVR solution design and enhancement initiatives based on business requirements and customer experience objectives. Configure and maintain IVR call flows, menus, prompts, and routing logic. Develop and customize IVR scripts to improve customer interactions and optimize call handling processes. Analyze business requirements and translate them into functional and technical specifications. Coordinate with product teams, business stakeholders, development teams, and external vendors to ensure successful solution delivery. Implement updates and changes to IVR systems based on user feedback and business needs. Monitor IVR system performance and identify issues related to functionality, errors, or downtime. Troubleshoot and resolve technical issues associated with IVR systems while minimizing operational impact. Fine-tune IVR workflows and customer journeys to improve customer satisfaction and reduce average handling times. Ensure IVR solutions align with business KPIs and organizational OKRs. Continuously identify process improvement opportunities and recommend enhancements. Facilitate communication among stakeholders and provide regular project status updates.
Requirements
- 6–8 years of experience as a Technical Business System Analyst or related role. Strong experience in IVR domain, processes, and customer interaction systems. Telecom industry experience is mandatory. Experience with IVR call flow design and configuration. Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Ability to work with cross-functional teams in a fast-paced environment. Experience gathering, documenting, and validating business requirements. Strong stakeholder management and collaboration skills.
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