Job Title: Telephony Business Analyst

Location: Minneapolis, MN (Hybrid Work Schedule)

Need: Experience with Contact Center platforms (Cisco)

What’s the Job?

Summary:
At this client, cloud computing continues to allow us to modernize and consolidate IT infrastructure, automate workloads, and pursue next-generation innovation. As we continue this transformation, the Telephony Service family team is currently going through various transformation initiatives to lift and shift the technology capabilities supporting the enterprise. We are looking for a Telephony Business Analyst who will collect business requirements, support business growth by offering reliable and resilient solutions that will enrich customer experience leveraging Contact Center Cloud environment.
RESPONSIBILITIES

• Accurate and reliable way of working
• Strong sense of ownership, self-motivated, innovative and target driven
• Good communication and organizational skills

• Using agile methodologies and collaborate with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Oversee Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Reporting, and IVR Call Flows working in tandem with technical groups
• Responsible for proposing solutions while continuously monitoring business growth
• Play a role in influencing the client and team on cloud strategy while consulting with relevant technical teams
• Analyzes the figures and comments provided by Senior Management and ensures that the information is correct
• Determine the best technologies and software to fit a solution and define standard patterns for cloud enablement
• Stay current with new technology options and vendor products, evaluating which ones would be a good fit for the company
• Help facilitate proof of concepts, evaluate new Cloud technologies and services with technical teams.
• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations

• 2 - 4 years of experience in Contact Center platform (Routing/Reporting Call flows, IVR, Call Recording, WFM)
• Knowledge of any cloud call center platform is a plus
• Experience in IVR applications development
• Experience involving digital transformation activities in large organization is a plus
• Equivalent education and experience in lieu of a Bachelor’s degree is acceptable

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.