If you are passionate about call management and telephony solutions you have found the right team.

As a Business Analysis Manager within the Payments Solution Center, you will work closely with Client Services and Implementation managers to translate business requirements into call routing / Telephony solutions. You will engage in active situations and follow through communication(s) to senior leadership on high severity/high impact incidents. You will also be responsible to maintain all documents regarding routing and interactive voice response (IVR) design and will be the lead of submitting daily routing requests on behalf of the business.

Job Responsibilities

• Possess a working knowledge of supported Contact Center Telephony software/ hardware, including call routing, IVR and (Computer Telephony Integration) CTI.
• Act as primary conduit for new service requests and be a primary point person for pipeline management of active requests.
• Understanding and apply all Disaster Recovery and mitigation plans to assist in the implementation of any fixes or mitigation strategies as needed.
• Interacts with Call Center Leadership team to prioritize business requirements.
• Act as liaison for the Client Service and Implementation team and GTI, ECCS, Corporate and Investment Banking Technology and call center vendors to resolve customer service impacts and concerns that are aligned with the existing Telephony infrastructure.
• Interact with product IVR team and project management on large scale projects to see them through and including documentation to assist the agents/managers with changes or implementations. 

 Required Qualifications, Skills and Capabilities 

• 2 years experience working in a call center environment
• 2 years experience supporting ACD call routing and IVR platforms from a business perspective
• Working knowledge of the Genesys Contact Center platform
• Proven ability to translate business requirements into telephony solutions
• Participate in testing functions including building test cases and plans, executing test and reporting results
• Proficient in Microsoft office including Visio with the ability to develop current and future state process flow diagrams and related process documentation 
• Ability to analyze data to determine routing opportunities or issues 
• Organizational skills with the ability to multi-task
• Detail-oriented
• Issue resolution
• Excellent oral and written communication

Work Schedule

• This hybrid role requires going into the office three days a week with two days flexibility to work from home; subject to change

This role is not eligible for H1B or Sponsorship