*NEED:IVR CTI Call Center Support (3+months).. Remote Position)**
Headquarters - Pennington, NJ Duration: 3+Months** * * Interview Mode: Telephonic Then Skype* *Description:* *IVR Product Analyst* Product Analysts perform an interdisciplinary role, acting as an integration point between the business and the various partners that deliver our products. The Product Management team is the primary interface between the Merrill Lynch Wealth Management lines of business and the cross-organizational technology teams in GWMT, Consumer Technology and ET&D that develop, implement, operate, and support Client Interactive Technology’s (CIT) services, thus shaping and governing how both internal customers and external clients use and experience Merrill Lynch voice and other interaction services. Specific Skills: • Contact Center Voice Product Management: 3*-4 Years solid experience with Speech IVR (Tellme Platform preferred) 3-4 Years solid Experience with Genesys CTI Solutions and* Call Routing Solid understanding of Speech Grammars Familiarity with VXML and Web Services Responsibilities: • Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services, and applications into current end user service, process, and support models. • Serve as the principal conduit through which requirements and solutions flow between the Line of Business and Technology Development, Operations, and Support • Ensure a customer experience consistent with existing features, services, and applications • Actively consider and avoid potential customer issues with the release of new services • Understand the service lifecycle from an end user perspective, bridging the gap between the customer experience and advanced technology services and capabilities • Proactively prepare internal and external service providers and change management systems to effectively support services • Manage business expectations and ensure commitments are met • Define and document complex and detailed products and processes • Work with Program Management and Line of Business (Project Sponsor) to document project vision and scope • Assist Line of Business in development of Business Requirements Specification (BRS) • Elicit and gather requirements from business users via interviews and discussions, documents that describe current system, systems requirements specifications, problem reports and enhancement requests for current system, surveys and questionnaires, observing users at work, scenario analysis of user tasks, and/or events and responses • Identify user classes (segments); document user class characteristics; identify appropriate representatives for each user class and negotiate their responsibilities • Participate in BRS reviews and provide sign-off for BRS baseline • Write software requirements specifications (SRS) according to standard templates, using natural language simply, clearly, unambiguously and concisely *Qualifications / Experience:* • Detail-oriented, results- and quality-driven, effective communicator • Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the product or service • Demonstrates effective cross-organizational management, building a bridge between business strategy / requirements and multiple development teams and service providers • Possesses a minimum of five (5) years technology experience with concentration in voice technology product management for at least 3-4 years • Has successfully completed moderate or large corporate service development and implementation projects *Soft skills:* • Detail-oriented, results- and quality-driven, effective communicator • Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the product or service • Demonstrates effective cross-organizational management, building a bridge between business strategy / requirements and multiple development teams and service providers Regards, Bittu chauhan Technical resource specialist Address: 1851 McCarthy Boulevard, Suite 116, Milpitas, CA , USA, 95035 Work: 408-457-9381 x-4048 Email: [email protected] Web: www.idctechnologies.com "Under Bill s. 1618 Title III passed by the 105th U.S. Congress this mail can not be considered spam as long as we include a way to be removed from our mailing list. Simply send us an e-mail with REMOVE in the subject and we will gladly REMOVE you from our mailing list." -- You received this message because you are subscribed to the Google Groups "Oracle-Projects" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/oracle-projects. For more options, visit https://groups.google.com/groups/opt_out.
