Your Role
The Voice Channel team is responsible for the IVR and call routing for the organization. The team serves as the liaison between the business and IT to field, prioritize and implement all requests as well as identify improvement opportunities.
The Voice Channel Analyst, Consultant will report to the Sr Manager, Voice Channel. In this role you will serve as a strong cohesive business partner to support and ensure accurate and timely resolution of multiple complex issues with Voice Channel performance or desktop applications which can have severe monetary and reputational impacts for Blue Shield of California
Your Work
In this role, you will :
- Leverage expertise in IVR, call routing and telephony platforms to analyze, design, and develop business solutions
- Serve as a liaison between users, technical staff and vendors for business and technology requirements, problems, services, and training, as required
- Translate business requirements into functional requirements related to IVR and telephony platforms
- Develop User Acceptance Test (UAT) Plans and Test Cases and participates in all testing as part of monthly releases
- Provide analytical support for multiple, complex cross-functional projects simultaneously, establish work plans and timelines, coordinate with internal and external resources
- Work with all facets of business leaders to support and influence ideas to create clear scope with understood process and technology gaps related to the telephony platforms
- Drive development and mentor others to produce clear business cases
- Define requirements modeling standards to include definition of business needs, how and when to reuse functional requirements, and business scope of non-functional requirements
- Participate in requirement sessions to support the analysts in managing scope and delivery when needed
- Act as the enterprise expert in requirements elicitation
- Maintain service ownership, capacity and license management and product roadmaps for all telephony applications
- Facilitate multi-layer meetings and able to provide conflict resolution for the best outcome
- Use exceptional knowledge of business analysis to create compelling presentations and influences business leaders to make well informed decisions
- Be adept at storytelling
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