Job TITLE: BA IVR Resource

Location: San Francisco , CA Or Cerritos, CA.

Term: Contract

Skill: • Strong understanding of current technology and the ability to learn new technologies quickly. • Experience with project and cross-functional team coordination within multiple application environments. • Strong analytical and problem solving skills. • Possess thorough understanding of business analysis techniques and tools as they relate to IVR and CTI applications. • Understands basic telecom functions: DNIS, ANI, and skillset routing • Experience with IVR communication features: Speech Technology, DTMF, and Text to Speech technology • Strong communication skills (written and verbal) for information gathering and the ability to interact with various levels of management. • Ability to handle multiple tasks, set priorities, schedule and meet deadlines. • MS Office Professional including: Word, Excel, PowerPoint and Visio. • Proficient in SQL for Oracle. • Ability to analyze IVR call detail data and develop Business Intelligence reports using SQL queries. • Problem solving skills: Adept in responding to new information, shifting priorities, changing conditions, and unexpected obstacles. • Strong communication and integration skills: Ability to train, and ability to effectively communicate with customers including listening, asking relevant questions, giving appropriate guidance and feedback. • Facilitator role: Manage meetings & Conflict resolution. • Works independently with only general direction and minimal supervision. Uses skills and abilities to complete complex tasks, including deciding which processes to use. • Has the ability to self-manage own time and prioritize work to meet timelines. • Demonstrate ability to reason logically and provide effective solution to complex problems. Make quality decisions based on facts and business priorities. • Provides alternative solutions when unable to deliver a requested product/service to the customer.

Experience: -

Education: -