Contact Center Analyst / Remote Workers Charlotte, NC

Remote Flexible Jobs (remoteflexiblejobs.com) is now seeking a Contact Center Analyst that will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business' goals and objectives.

Responsibilities include, but are not limited to:

Conduct business process analysis and requirements gathering sessions
Develop user stories and functional requirement specifications for consolidated Contact Center web applications
Assist in method definition for API integration to third party applications
Clearly communicate with clients and project teams via email and conference calls
Coordinate product deployments and write release communications
Ensure collaborative outcomes by establishing and promoting strong client partnerships
Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams
Develop and drive QA/UAT testing
Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features

Minimum Qualifications/Requirements:

Bachelor's degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered.
3-4 years of experience in a BA role with increasing responsibility
Has written user stories
Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc.
Integration experience with third party applications
Requirements gathering, data modeling, API integration, and specifications for new web applications
Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM.
QA use cases, QA testing, and Bug Tracking tools
Software Project Management
Excellent written and interpersonal communication skills
Proficiency in Microsoft Outlook, Excel, and Word is a must
Scheduled Weekly Hours

Pay rate: $52,000 - $65,000 per year

To Become An Agent

​Apply and register today at https://remoteflexiblejobs.com/join-now and select the Remote Customer Service Job Network.

Please reference user code RFJROXANNAG.

Please contact our office staff at 1*405*633*0079 if you have further questions.

Conduct business process analysis and requirements gathering sessions
Develop user stories and functional requirement specifications for consolidated Contact Center web applications
Assist in method definition for API integration to third party applications
Clearly communicate with clients and project teams via email and conference calls
Coordinate product deployments and write release communications
Ensure collaborative outcomes by establishing and promoting strong client partnerships
Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams
Develop and drive QA/UAT testing
Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features     
      
Minimum Qualifications/Requirements:

Bachelor's degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered.
3-4 years of experience in a BA role with increasing responsibility
Has written user stories
Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc.
Integration experience with third party applications
Requirements gathering, data modeling, API integration, and specifications for new web applications
Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM.
QA use cases, QA testing, and Bug Tracking tools
Software Project Management
Excellent written and interpersonal communication skills
Proficiency in Microsoft Outlook, Excel, and Word is a must
Scheduled Weekly Hours