Director, Infrastructure (Contact Center Business Analyst)

*For Pooling Purposes*

We're looking for a detail oriented and analytical Director, Infrastructure (Contact Center Business Analyst) to join our team. In this role, you will serve as a critical bridge between business stakeholders and technical teams, analyzing complex business requirements and translating them into effective system integration solutions. You will play a key role in optimizing data connectivity, improving business processes, and ensuring seamless communication across enterprise applications.

• Working closely with customers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions.
• Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures. 
• Designing the IVR caller experience for DTMF and speech-enabled applications. 
• Creating and designing effective speech user interface designs including call flow, dialogs, functional logic, prompts, and define grammars to match the established requirements.
• Partnering with the Development team to drive successful implementation of IVR design specifications.
• Resolving any implementation issues that affect the design and overall IVR experience.
• Designing post IVR call routing flows. 
• Analyzing the performance of the user interface with regards to metrics and caller experience, recommending specific changes to improve Client satisfaction and transaction completion.
• Acting as a subject-matter expert in the Contact Center Domain for our technology solutions (IVR, Conversational AI, Routing, SMS, Chat, Outbound, Recording, etc.
• More than 5 years’ industry experience in IVR Voice User Interface design of conversational speech recognition applications and self-service solutions
• Well-rounded experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, Chat, Conversational Bots, CTI, Interaction Routing, Outbound, Workforce Management, and Call Recording.
• Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help
• Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles 
• Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and chat interactions
• Experience in designing both call steering and self-serve applications
• Strong analytical and problem-solving skills with the ability to break down complex business challenges
• Excellent written and verbal communication skills with strong interpersonal abilities
• Proficiency in creating detailed documentation, process flows, and technical specifications
• Ability to work collaboratively in cross-functional teams and manage multiple priorities
• Strong organizational skills and attention to detail

All your information will be kept confidential according to EEO guidelines.