Operations Analyst - Remote

As an integral part of the Customer Contact Support Telephony team, in an Agile environment, work closely with various Stakeholders to understand business needs for changes and enhancements to IVR, Call Routing, Softphone, Surveys, and related telephony functions. Create and document User Stories along with relevant Acceptance Criteria.  Develop and conduct User Acceptance test plans. Collaborate closely with Development Team during sprint cycle to ensure quality and efficiency. Provide implementation support and perform validation testing of changes. Maintain relevant documentation and provide timely communication to business and support organizations.  Perform various administrative tasks including softphone configuration changes, call allocations, hours of operation, and holiday closures. Troubleshoot production issues and provide support during outages. Fulfill various ad-hoc reporting/research requests. Support team by gathering additional details, answering business questions and coordinating collaboration with business Stakeholders to facilitate decisions.

Primary Job Accountabilities/Responsibilities:

• Analyze high level requirements and translate them into more detailed user stories

• Document business process, system and data flows, analyze processes and recommends improvements.

• Facilitate short feedback cycles to learn more about user needs and adjust accordingly

• Assess ongoing and repetitive issues and make recommendations for future system or process enhancements to increase efficiency and reduce future problems.

• Participate in change request process and escalate changes for approval, if necessary.

• Create and maintain process and system documentation

• Other duties, as assigned

Basic Qualifications Required - Experience, Skills, and Knowledge:

• Demonstrated experience troubleshooting and testing software/telephony

• 2 years experience in Contact Center Operations, Operations Support, or IT experience

• Working knowledge of Agile methodologies

• Demonstrated proficiency with the following: MS Excel, MS Visio and MS Word

Other requirements:

• Excellent communication and interpersonal skills

• Customer-service orientation

• Strong analytical and problem solving skills

• Strong knowledge of Operations Analyst best practices and methodologies

• Interest in pursuing related certifications (Agile, etc.)

• Ability to understand technical issues at a high level

• Well organized with rigorous attention to detail

• Ability to work in a rapidly changing environment

• Collaborative facilitation skills

• Initiative

• Time management

Preferred Experience, Skills, and Knowledge:

• Bachelor’s degree in Computer Science or related technical field

• Demonstrated proficiency with the following:

  • InContact CXOne platform

  • NICE InContact Studio

  • Cisco ICM & Finesse Softphone

  • Power BI reporting

  • eGain Analytics

  • SQL

  • MS PowerPoint

  • Chat/email/chatbots

• Related experience on Agile development teams

• Experience using Agile backlog management tool(s), preferably Azure DevOps

• Bilingual Spanish

Hours will be M-F day shift. Occasional nights and weekends.

This is a remote position