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Job Title: Business Analyst
Category:  Telecommunications (334)
Description: 
Project Overview:
 
This project is called the “Smart Connect” project focused on Cross Channel, Customer Care & Support where the team will be improving customer/user experience through data and analytics
 
Team Overview
 
This team is responsible for leading two primary efforts that will improve the customer experience through analytics and technology.

The first is to aggregate and analyze data across multiple customer contact and interaction channels including IVR, CRM, call switch detail, truck roll and ticketing. Additionally the team partners with other internal and external organizations to analyze marketing, web and customer satisfaction data. Ultimately this analysis will allow us to understand the effectiveness of the channels, how channel contacts impact one another and finally improve how the channels allow customers to interact with the business.

The second effort is to implement an enterprise wide call management software suite that allows us to understand real-time call metrics from the enterprise to agent level. The software also provides a workforce management overlay allowing for an understanding of actual to planned agent staffing and call handling metrics.

In these efforts the objective is to foster durable, strategic, mutually beneficial relationships, with emphasis on achieving long-term strategic goals as well as executing in a timely and cost effective manner that meets our business, customer and quality objectives
Requirements: 
Core Responsibilities

- Analyzes and revises existing system logic difficulties and documentation as necessary. Works with Software Developers to support design and development as required.

- Prepares detailed functional and technical specifications from which programs will be written.

- Interacts with end users to gather requirements and scope of effort. Performs analysis of user needs, documentation of requirements, and translation into proper system requirement specifications.

- Identifies and assesses probable interactions of related systems and predicts impact of a change in assigned system.

- May review proposals, including gathering facts, analyzing data, and preparing project overview which compares alternatives in terms of cost, time, availability of equipment and personnel, etc. Recommends course of action.

- Maintains a strong working knowledge of system interaction to ensure success in overall architectural solution.

- Functions as a liaison between the client, community, and internal Software Engineers and/or external software vendors to develop system solutions to processing systems or business problems.

- Ensures data quality and integrity across data-specific application implementations.

- Supports the testing team and business users in validating that the programs meet the requirements. Participates in unit, integration, and test procedures. Compares test results against requirements to validate that coding is accurate.

- Consistent exercise of independent judgment and discretion in matters of significance.

- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

- Other duties and responsibilities as assigned.
Location  Englewood , CO
Minimum Experience (yrs):  5+
Required Education:  Not Specified


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