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
Consultant Business Capability Team Owner
A company is looking for a Consultant, Business Capability Team Owner in the Telematics field. ...
Business Analyst
The Business Analyst will support the Server Applications Team within the Office of Information Technology and will be responsible for interfacing with the business unit to review requirements, lead JAD sessions, schedule meetings, prepare test plans, and create system requirement documents for use ...
Senior Business Systems Analyst - Billing
Key Responsibilities:Delivering value through strategic architecture and enhancement of financial applications with a focus on BillingDefining business requirements and leading process improvement initiatives in Finance, Accounting, and Customer BillingManaging financial and billing systems enhancem...
Sr. Business Analyst
The Business Analyst will be working on the Information client Data Lake project to document all requirements, use cases, and technical specifications. The Business Analyst will be working on the Information Architecture Strategy/Departmental Data Lake project to document all requirements, use cases...
Senior Business Systems Analyst - Governance QA
Key Responsibilities:Data Analysis - Sources, compiles, and interprets data, performs data analysis at an advanced level, and directs analysis outputIdentifying Requirements - Determines system requirements, resolves complex factors affecting system processes, and ensures compliance through monitori...
Tax Consultant Team Lead
The company is hiring a Tax Consultant Team Lead. Its businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, life and health insurance sectors. Analyze employer tax accounts and consult with clients regarding tax account status, business changes, fi...
Medicaid Provider Systems Lead Analyst - (MMIS Business Analysis)
The candidate must have a minimum of 5+ years (5-10 preferred) of provider business operations and/or implementation with Medicaid Enterprise Systems. Serve as a liaison between business ops and system team for the planning, implementation and maintenance of programs and contractual changes. Monitor...
Business Analyst / Financial Systems Administrator with Salesforce, and Power BI experience
Business Analyst / Financial Systems Administrator with Salesforce, and Power BI experience A strong stable company that is rapidly expanding is looking to add a Business Analyst to its team. Duties/Requirements - Financial analyst/biz analyst with systems strength and focus Assisting wit...
20062 - Sr. Business Systems Analyst (SAP ERP PM: Plant Maintenance)
Business Systems Analyst (SAP ERP - Plant Maintenance) CBU: KaGA PURPOSE: This position is responsible for support, maintenance and enhancement of the SAP ERP system - specifically responsible for the Plant Maintenance Module of SAP. Continually strive to enhance or improve business systems pr...
Business Systems Analyst, Senior
The Business Systems Analyst, Senior's role is to plan, design, develop, and launch efficient business and operations systems in support of core organizational functions and business processes. The Business Systems Analyst is also responsible for generating and compiling reports based on the finding...