Title: IT Systems Analyst

Location: Houston, TX (Only Locals)

Duration: 6 Months

Analyst or Sr Analyst who can perform job duties in a VoIP contact center applications system. Responsible for the maintaining and enhancements of VoIP contact center solutions. Works with business, subject matter experts, technical and enterprise architectures to facilitate the implementation of contact center solutions and enhancements by maximizing the value of our current technology capabilities and enhancing business functionality and overall performance, while maintaining a high degree of business and customer satisfaction.

Job Description:

• Looking for 10 years of IT system Analyst.
• Responsible for collaborating between IT functional teams and contact center business partners to determine the most optimal design for the project.
• Review business processes and requirements documents and analyzes and defines functional requirements for customer-specific development needs or integration requirements.
• Analyze and map clients' IVR and contact center business requirements, processes and objectives. Develop necessary product modifications to satisfy clients' needs.
• Participate in Blueprinting sessions to understand and develop contact center client requirements.
• Support implementation phase and assist with the development of functional and technical requirements, scope and acceptance testing of contact center, Call Routings and IVR initiatives and/or enhancements.
• Provides guidance throughout all portions of the contact center Call Routings and IVR System Development Life Cycle including Requirements Gathering, Analysis, Design, Coding, Testing, Deployment, Support, and Decommissioning
• Recommend improvements in the existing contact center and self-service IVR business process and define customer-roles to execute the according process.
• Maintain and builds credible relationships with clients, while developing clients, colleagues, and own professional learning of contact center/IVR products and technologies and solutions.
• Provides daily support of the new contact center system break/fixes that may arise 24x7, 365 days a year and performs On-Call rotation duties.
• Has a strong contact center client satisfaction orientation, with high quality work products.
• Fosters environment of operational excellence and innovation through encouraging new process and technology development for improvement in contact center/IVR systems or workforce productivity while maintaining sensitivity to costs of services.
• Performs all aspects of work with a high degree of effectiveness, efficiency and accuracy.
• Participate in the enhancements of new contact center/IVR platforms to meet the business requirements of CenterPoint Energy Business Units. This includes consulting and implementing future upgrades and Enhancements of the virtual VoIP contact center.
• Technical Certification in Network or VoIP is a plus.

Please share resume to Mike AT Anveta DOT com