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CTI - Routing Systems Analyst

Bank of America | Newark DE 19713 USA | Full Time | Posted: 10/15/2019

Job Descriptiontop

Job Description:

Contact Center System Analyst - CTI

Routing System Analyst will 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 routing system for the different internal lines of businesses.


 

Systems Analysis Responsibilities:

  • Responsible for the implementation, development, integration, testing, improvement, ongoing maintenance and future enhancements of contact center systems or interfaces; works closely with the management, employees and vendors to resolve system/process issues
  • 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 client/caller perspective
  • Participate in business requirement reviews and provide sign-off for baseline documentation
  • Write functional software requirements specifications using standard templates, unambiguously and concisely
  • Consult and review with Business, Test, Design and Development teams to ensure system requirements are understood by all. Requirements should have key artifacts such as technical specifications, use case scenarios and 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:

  • Bachelor's degree in Computer Science, or related disciplines with a minimum 5 years of relevant experience, or equivalent combination of education and/or experience.
  • Possess a comprehensive understanding of call center metrics and programming level expertise for technology used in call routing design including but not limited to: Avaya Switch programming and CMS admin and reporting (vendor certification a plus); AT&T and Verizon Network Routing; Intelligent Routing solutions, and should have a solid understanding of generic IVR/VRU functionality, including voice guided service, softphone functionality. Past experience could include operations type role with an intimate knowledge of how call routing, reporting and desktops interact.

Desired Skills

  • Agile methodology
  • Understanding of Genesys Intelligent Routing solutions
  • Understanding of Omnichannel routing (Voice/Chat/Video routing)

Shift:

1st shift (United States of America)

Hours Per Week:

40

Job Detailstop

Location Newark, DE, 19713, United States
Categories Information Technology

Location Maptop

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Job Code 19067732-1
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