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Sr Contact Center Business Analyst/Tester

Apply Location Miami, Florida Additional Locations: Atlanta,Georgia Requisition Number R-88556

Job Purpose:

Assurant is hiring a Senior Contact Center Business and Usability 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 analyst understands business problems to determine requirements and usable solutions.  This person provides technical solutions in response to enterprise needs of moderate to high complexity in the fast-paced contact center environment.

What You Get to Do:

  • Serve as the senior/lead BA on a Scrum team
  • Translate business needs into technical solutions
  • Support a dynamic contact center and work cross functionally with a variety of teams/users
  • Work with numerous technology platforms while supporting various enterprise initiatives
  • Apply broad business knowledge and practical experience to the analysis / solution generation process
  • Analyze complex business problems, propose effective solutions, and understand and apply business vision and direction
  • Influence customer experience by providing usability recommendations
  • Ability to perform and coordinate system testing cycle, issues tracking, and resolution

What You Need to Have:

  • Bachelor’s degree in Computer Science, Management Information Systems, or related area
  • 5+ years of professional experience as a Business Systems Analyst in an Information Technology environment
  • 3+ years of recent experience with Contact Center / IVR Systems (Cisco Unified IP (preferred), Avaya, Genesys, NICE, etc.)
  • Strong understanding of Agile methodologies and working as a part of a Scrum team
  • QA and testing experience (Selenium or Cyara preferred)

What We Would Like You to Have:

  • Master’s degree in Computer Science, Management Information Systems, or related area
  • Experience with Cisco technologies for Contact Centers
  • Experience with Call Center systems - IVR/VRU, CTI, Workforce Management, Call Reporting, Call Scripting and Routing
  • Experience with Voice User Interface (VUI) design and caller usability
  • Experience with Speech IVRs, Natural Language
  • Experience with automated testing
  • Scrum Master or PMP certification/experience

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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.