*Role: IVR Consultant*
*Location: Pleasanton, CA*
*Essential Functions:*
• Consults with business partners and project teams to define and document
business requirements (net new requirements, changes to deployed system,
etc.)
• Develops solution alternatives, high-level designs, functional
specifications and estimates that address KP's overall corporate and
business strategies. (Emphasis on telephony systems and applications).
• Leads the ideation, concept and definition of projects, and remains
involved thereafter to ensure alignment with designed and accepted
solutions through development, testing, implementation and support.
• Functions as project lead for the coordination of solution development
including the development of high-level requirements documents, solution
alternatives, logical designs, physical designs, defect fixes and other
associated tasks.
• Acts as a liaison between the business and technical staff, including
development staff and other KPIT entities such as Enterprise Operations and
Enterprise Engineering.
• Manage working relationship with business partners by demonstrating
knowledge of existing systems
• Provides integrated systems planning and leads the review and design
concepts for new contact center systems and applications
• Develops and documents the technical design for the integration and
implementation of contact center systems and applications.
• Ensures the development of plans for integration of new systems
architecture into current infrastructure.
• Participates in post-live project activities; including evaluation of
success criteria, identification of best practices, lessons learned, and
strategies for future releases and deployments.
• Reviews input on supply and demand management and provides feedback as
needed.
• Directs the development of comprehensive and strategic business cases
with cost/benefit dimensions of proposed projects that are used at
management and executive levels for funding and scope decisions.
*Basic Qualifications:*
• Bachelor's degree in a related field or 4 additional years of equivalent
work experience.
• 8 years related experiencerelated experience
• System Eexperience in contact center consulting and the design,
development and integration of complex contact center systems and
applications (Dial plan, Carrier migration,
Telephony skills like (primarily IIVR, Skills based routing; good to have
exposure in to NICE, Aspect, Opstel, CTI, Symon, etc.)).
Pega (or any other CRM application) that handles agent desktop
and workflow
• Experience performing business analysis, system/application design, and
project management
• Experience using structured system/software life cycle & development
methodologies (RUP, RM-ODP, RAD, etc.)
• A broad understanding of all technologies.
• Ability to develop advanced concepts, techniques and standards.
• Viewed as functional expert and leader in contact center technologies and
operation.
• Knowledge of emerging technologies and trends in the healthcare industry.
• Strong understanding of System/Software Development Lifecycles and
Project Management methodologies.
• Proven leadership, problem-solving and decision-making skills
• Strong written, oral communication, analytical, organizational and
interpersonal skills
• Excellent customer relationship management and customer service skills
• Strong collaboration, documentation and presentation skills
• Must have a positive attitude and the ability to work and communicate
with all levels of management, clients, other IT staff, vendors, external
partners, System Integrators etc.
• Demonstrated service orientation to monitor others' work to ensure
quality and alignment in meeting customer's needs.
• Ability to maintain standards, prioritize project work to meet customer's
needs.
• Ability to work in a fast-paced and dynamic environment.
• Experience in the Healthcare industry/domain.
*Warm Regards*
*Sumit Singh*
*Enterprise Solution Inc.*
*Office:** # **630-743-6210*
*Fax: 630-206-1290*
*E-Mail:* *sumitsi...@enterprisesolutioninc.com*
<sumitsi...@enterprisesolutioninc.com>
*Hangout: **sumit.int...@gmail.com* <sumit.int...@gmail.com>
*www.enterprisesolutioninc.com* <http://www.enterprisesolutioninc.com/>
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