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IVR Business Analyst

Location: Warren
Posted on: April 8, 2021

Job Description:

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.



Responsibilities:



- Design caller experience for IVR DTMF and speech enabled applications.


- Analyze requirements; develop detailed designs/call flows for implementation.


- 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 development.


- 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.



Required Skills:



- 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 expenses


Travel: No


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)


EOE

Keywords: , Elizabeth , IVR Business Analyst, IT / Software / Systems , Warren, New Jersey

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