*Hiring: Business Analyst w/Call Center / Lansing, MIDirect ClientJob
Title: Business Analyst w/Call CenterLocation: Lansing, MIDuration: 10
MonthsDirect Client positionBusiness Analyst/Consultant capabilities with
1-7 years of experience in the field or in a related area. Has knowledge of
commonly-used concepts, practices, and procedures within a particular
field. Relies on instructions and pre-established guidelines to perform the
functions of the job. Performs a variety of tasks, such as identify and
document business requirements. Works under general supervision; typically
reports to a project leader or manager. A certain degree of creativity and
latitude is required. 1. Provides professional recommendations, technical
consultation, and expertise to State staff, and statewide local agencies in
regards to Call Center Telephony operations. 2. Resolve telephony problems;
contribute to development of criteria, standards, guidelines, evaluation
methods, policy and procedure. 3. Responding to requests from local
agencies and promotes the Division’s goals. 4. Works with the agency, DTMB
Agency Services and the assigned Telecom Liaison gathering business
requirements for Call Center requirements from all agencies. 5. Responsible
for researching, analyzing, recommending, and implementing telephony
contact/call center systems 6. Acts as the State-Wide telephony project
lead for State’s contact/call center system related processes, functions,
technological advancements affecting call centers and the business
processes. 7. Provide information gathering sessions to capture business
requirements and business processes related to information technology
solutions. 8. Experience working with diverse group, consensus building and
team building. 9. Work with telephone coordinators and agencies 10. Utilize
tools such as Remedy, Change Point and Share Point 11. Work closely with
Avaya and Cisco engineers and technicians 12. Manage various agency
requests for services, repairs, maintenance, and other changes to
Contact/Call Center Systems. Forward work assignments as needed to the
appropriate work units. 13. Collect and analyze data from Avaya
Communication Manager and related systems. 14. Uses analytical skills in
problem resolution 15. Provide decision support outside normal work hours.
16. Perform other duties as necessary or directed. Skills Required 1.
Ability to work independently with various department staff, other state,
local and federal agencies to accomplish goals and meet extensive
deadlines. 2. Knowledge of current Telephony services and Technologies. 3.
Knowledge of Avaya and/or Cisco platforms, call center features and
operations. 4. Ability to resolve technical telecommunications problems
utilizing multiple vendors/contractors. 5. Ability to communicate
effectively, both verbally and in writing. 6. Ability to function under
pressure and maintain composure in chaotic situation to resolve service
related issues. 7. Understand Call Center features; such as, Automatic Call
Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN). 8.
Ability to develop work and call flows 9. Excellent customer service skills
10. Work with multiple network platforms, such as; WAN, WLAN, Security,
Voice, and Video 11. Disseminate information effectively to all teams and
customers 12. Understand a large and complex network environment 13. Skills
Preferred 14. Microsoft Project, Microsoft Office, Visio, SharePoint,
ChangePoint and/or software tools for tracking projects and recording
pertinent information. 15. Excellent customer service skills 16.
Professional and positive attitude 17. Avaya and Cisco telephony and IPT
18. Understanding how networks work in a complex environment 19. Ability to
extrapolate the correct information from customers on projects
Experience Required Six years of professional business and administrative
experience in the administration of telephony systems. Five years of
advanced experience with the administration, and programming of Avaya
Communications Manager Telephony systems, including vector writing,
Advocate Call Agent interactions, interactions with adjunct systems to the
Communications Manager such as Genesys, NICE, and Oracle Data Bases.
Please send resume to alb...@cncconsulting.com
<alb...@cncconsulting.com>*
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