Job Title : Business Analyst/Telecom/Contact Center/Avaya
Location: Remote (Ft. Lauderdale,, FL)
- provided by Dice
• Experience supporting other call center functions, including workforce management/optimization, call recording and quality monitoring, knowledge management, CTI/call routing, Chat / Email / SMS and reporting.
• General understanding of Voice Biometrics
• General understanding of Outbound Dialers with TCPA compliance.
• General understanding of callback from queues technology like Virtual Hold or Callback Assist solutions.
• Ability to quickly adapt to ad hoc requests from operational leaders
• Ability to translate business process needs into requirements artifacts such as business requirements document, use cases and user stories and work closely with internal and external partners to deliver quality solutions.