Operations Analyst - RemoteApply Location Austin, Texas Additional Locations: Albany,Oregon; Atlanta,Georgia; Chicago,Illinois; Duluth,Georgia; Miami,Florida; St Petersburg,Florida; Wayne,Pennsylvania Requisition Number R-88560
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
Excellent communication and interpersonal skills
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
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
Related experience on Agile development teams
Experience using Agile backlog management tool(s), preferably Azure DevOps
Hours will be M-F day shift. Occasional nights and weekends.
This is a remote position
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Meet Our People
Ignacio D. - Senior Operations Analyst
Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.
I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.