Mastech is a growing company dedicated to innovation and
teamwork. We are currently seeking a IVR Business Analyst for our
client in the IT Services domain. We value our professionals,
providing comprehensive benefits, exciting challenges, and the
opportunity for growth. This is a Contract position and the client
is looking for someone to start immediately.
Duration: 30 Months Contract
Location: Warren, NJ/ Zip Code: 07059
Compensation: Market Rate
Role: IVR Business Analyst
Role Description: The IVR Business Analyst would need to have at
least 5 years of experience.
- Design caller experience for IVR DTMF and speech enabled
- Analyze requirements; develop detailed designs/call flows for
- Create and design effective speech user interface designs
including call flow, dialogues, functional logic, prompts, and
define grammars to match the established requirements.
- Deliver IVR user interface design documentation outlining backend
interfaces to support business functionality and application
- Develop call flows for complex applications including data driven
interactions and Contact Center routing of calls.
- Work closely with business units to gain in-depth understanding
of business issues; identify, analyze, and translate business needs
into functional specifications.
- Leverage enterprise reporting tools to develop ah-hoc and daily
reports outlining KPIs/performance and gain thorough understanding
on the underlining factors that contribute to the trend.
- Analyze and identify any trends and provide recommendations.
- 4+ years of related professional experience or equivalent
combination of education and experience.
- Big plus - experience in multiple Contact Center Technology
domains including expertise in current IVR and speech recognition
standards, CTI and Call Routing.
- Bachelor?s Degree in Computer Science or equivalent.
- Proficient in Microsoft Office products, including but not
limited to Word, Excel, and Outlook.
- Good command on SQL/Oracle.
- Excellent written and verbal communications skills.
Education: Bachelor's degree
Experience: Minimum 5 years
Relocation: No, this position will not cover relocation
Local Preferred: N/A
Recruiter Name: Priyanka Bhandare
Recruiter Phone: 877 884 8834 (Ext: 4038)
We are looking only for candidates willing to join us directly as
W2 employees (No 3rd party candidates)