Title:: IVR Systems Analyst
Location:: Indianapolis, IN
MOI:: 2 Telephonic
Rate:: $48 /hr on c2c
Duration:: Long Term
Client:: Anthem
*US citizens only and HealthCare Background*
Looking for mid-level SA who knows call center functionality / technology
primarily (IVR, Genesys call routing, Genesys WDE, Desktop applications,
etc.). *Healthcare would be important*. • In addition to understanding
operational requirements, the candidate must have knowledge of how the
following telephony and contact center system components are configured and
programmed to implement a solution: IVR, ACD, PBX, WFM, Softphone, CRM
Integration, Real time and historical reporting, call recording and screen
capture
*High-level Qualifications: *Call center, telephony and contact center
technology knowledge / experience. Knowledge of the health insurance
business.
*Essential Knowledge & Experience *
• Business requirements analysis
• Writing technical requirements
• Identify fits and gaps between project requirements and existing solution
platforms and applications
• Excellent verbal and written communication skills
• *IVR, Chat, CTI, Speech recognition / analysis*
• *Genesys call routing*
• Contact center *softphone and CRM integration*
• *Contact center and IVR reporting*
• *Verint call & screen recording*
• Experience with Rational Doors requirements management tool a plus.
*Role Requirements *
• Reviews business requirements for completeness and accuracy
• Writes complete, accurate and unambiguous technical requirements
targeting solution technologies and platforms
• Completes projects deliverables within set timelines and quality
standards
• Interacts with external interfaces and internal groups as part of
requirements reviews and design working sessions
• Document technical requirements and establish traceability in Rational
Doors Next Generation or similar tool
• Supports development and test teams when necessary to ensure requirements
are correctly interpreted and that solutions meet the established
requirements
*Regards, Parul Gupta*
*IT-Technical Recruiter Source Infotech Inc. **3840 Park Avenue, Suite
C-205, Edison, NJ-08820*
*Phone* *609 632 1299|| Email: **pgu...@sourceinfotech.com*
<pgu...@sourceinfotech.com>* || Gtalk: **guptaparul...@gmail.com*
<guptaparul...@gmail.com>
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