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Stock Information

Stock Quote: NYSE: AIZ
January 19, 2018 04:02 PM
Last Price Change Open Day High 52-Week High
94.08 -0.19 (-0.2%) 94.42 94.42 106.99
Volume Previous Close Day Low 52-Week Low
317,301 94.27 93.52 86.00
Stock information is delayed approximately 20 minutes.

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Business Systems Analyst II (IVR / Contact Center)

Requisition Number 52471
You are a passionate Business Analyst - You understand that effective solution development requires going above and beyond. You take pride in making a lasting impression. Your current position has limitations and you seek a bigger job with a bigger impact. Your job search has many options but you want to distinguish the jobs from the true career opportunities… which one is truly going to allow you to shine?

Assurant is looking to hire a Contact Center Business Analyst to deliver an excellent customer experience to our customers and to support the contact centers within Assurant. The Contact Center Development team provides valuable customer experience and cost savings enhancements to the contact center software and ensures their reliability.

The Business Systems Analyst II primary role is to support systems and staff by recommending and implementing system enhancements that promote efficiency, compliance and growth. In addition, the Business Systems Analyst II contributes expertise in business processes and system functionality. This includes coordinating activities or team members on maintenance and project assignments of medium risk and complexity and includes the performance of activities such as requirement definition, research, analysis, coordination, testing, training and documentation.
Acts as the customer / IT liaison during analysis, requirements definition and design activities; maintains an understanding of business processes and related systems for supported business units; participates in management of customer expectations, collaborates with business partners to define and document business and functional requirements and works with technical staff to develop solution alternatives. (30%)
Coordinates testing activities for maintenance and project assignments; identifies testing scope and scenarios, and estimates of effort, duration and resources required; prepares test plans and scripts; performs systems testing of moderate complexity; coordinates testing efforts and activities including test scheduling, results monitoring, feedback and sign-offs; coordinates issues tracking and resolution. Applies Assurant IT testing standards, policies, and procedures. (30%)
Participates in the Project Management process; contributes to project deliverables including vision documents, status reports, and project, risk, resource and financial plans; communicates status, business impacts and system changes to team members, business partners, sponsors, management and other interested parties. (20%)
Provides general customer and IT support for assigned business applications; works with the user and technical staff to identify the source of problems; contributes to development of effective resolutions; maintains system support tables; contributes to technical and business roll out activities by supporting implementations for business units and technical support; contributes to training efforts by writing documentation or manuals, preparing presentations, delivering training, or providing follow-up to training. (20%)

Basic Qualifications:
  • 3+ years of professional experience in a related field with increasing responsibility
  • 2+ years of recent experience with Contact Center systems – IVR, CTI, Workforce Management, Call Reporting, Call Scripting and Routing

Other Experience:
  • Experience with Cisco technologies
  • Experience with Voice User Interface (VUI) design and caller usability
  • Experience with Call Center Analytics
  • Ability to apply broad business knowledge and practical experience to the analysis / solution generation process
  • Ability to analyze complex business problems, propose effective solutions, and understand and apply business vision and direction
  • Ability to influence customer experience by providing usability recommendations
  • Ability to perform and coordinate system testing cycle, issues tracking, and resolution
  • Experience in agile development
  • Ability to communicate effectively both orally and in writing to management, team members, business and technology professionals
  • Ability to work in a fast-paced environment
  • Team player
  • Great attitude
Preferred Skills:
  • Bachelor’s degree in Computer Science, Management Information Systems, or related area
  • Knowledge of Speech Recognition technology, preferably Nuance
  • Experience in speech grammar development
  • BA certification
  • Project management experience

Location Miami, Florida

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If you need help with the application process or an accommodation, we encourage you to tell us so that we can try to get you the help you need for that. Assurant is an Equal Employment Opportunity employer committed to providing reasonable accommodations to applicants with physical and/or mental disabilities. Accommodations are made on a case-by-case basis.

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