6 days old

Contact Center System Analyst (IVR)

Pennington, NJ 08534
**Job Description:**

**Position summary**

System Analysts perform an interdisciplinary role, acting as the primary interface between the business/client and cross-organizational technology teams. The System Analyst will analyze current processes and systems, assessing the business model and its integration with technology. The Analyst is responsible for eliciting and evolving business requirements and in turn defining and designing the system requirements to meet the business need. Projects are focused on enhancing a mature, speech enabled and hosted IVR platform with expansive backend integration which has been in production. The Analyst is responsible for shaping and governing how both internal/external clients experience IVR and other contact center interaction services.


+ Gain a solid understanding of the current system by researching project documentation, systems requirements specifications, call scripts, architecture documents, problem reports and enhancement requests use case and usability studies

+ 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.

+ Consult with business partners to elicit/evolve requirements to define the project vision and scope from both the clients and the callers perspective

+ Participate in business requirement reviews and provide sign-off for baseline documentation

+ Write functional software requirements specifications using standard templates, using clear natural language, unambiguously and concisely

+ Consult and review with Business, Test & Development teams to ensure system requirements are understood by all. Requirements should have key artifacts such as data models, technical specifications, use case scenarios, process flow diagrams,

+ Conduct Joint Application Design sessions when required

+ Identify and offer creative technical solutions for obstacles and problems

+ Functional testing of installed products or systems for requirements traceability

+ 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 issues with the release of new requirements/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

**Qualifications / Experience:**

+ 5-6 Years hands on experience with Speech IVR or other client/user facing systems as analyst, developer, designer or tester

+ 3-4 Years Experience with Call Center Technology Solutions (CTI Solutions, Reporting or Call Routing) as analyst, developer, designer or tester

**Specific Skills:**

+ Knowledge of voice based (IVR) applications to perform:

+ System Analysis

+ Gap Analysis

+ Traceability

+ Defect Triage

+ Influential, yet diplomatic with good presentation skills and the ability to communicate effectively with non-technical users/management

+ Eager, motivated and dedicated to learning the current environment and caller experience independently

+ Detail-oriented with solid documentation skills

+ Effective cross-organizational communication, building a bridge between business strategy/requirements and multiple development teams and service providers

+ Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the project.

**Enterprise role description**

Develops, enhances, debugs, supports, maintains and tests software applications that support business units or supporting functions. These application program solutions may involve diverse development platforms, software, hardware, technologies and tools. Participates in the design, development and implementation of complex applications, often using new technologies. May provide technical direction and system architecture for individual initiatives. Serves as a fully seasoned/proficient technical resource. Will not have direct reports but may lead projects and direct activities of a team related to special initiatives or operations. May have responsibility for a project and project budget. May collaborate with external programmers to coordinate delivery of software application. Routine accountability is for technical knowledge and capabilities. Works under minimal supervision, with general guidance from more seasoned consultants. Typically requires 5-7 years of experience.

**Posting Date** : 08/07/2018

**Location** :


- United States

**Travel** : Yes, 5% of the time

**Full / Part-time** : Full time

**Hours Per Week** : 40

**Shift** : 1st shift

**Assistance for Applicants with Disabilities**

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

**Diversity & Inclusion**

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**Frequently Asked Questions**

Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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Contact Center System Analyst (IVR)

Bank of America
Pennington, NJ 08534

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