- Plan, design and implement cloud based contact center Interactive Voice Response (IVR).
- Plan, design and implement cloud based contact virtual agent.
- Work closely with the insurance operations teams and act as information systems business partners in order achieve the company goals and needs.
- Manage projects and enhancements requests including prioritization, work plans, risk management, etc.
- Define insurance operations processes that can be automated and lead the automation development and implementation phases.
- Train end-users on how to work with the existing applications.
- Support other business systems including Zendesk as time permits.
- Bachelors degree in Industrial Engineering, Information Systems, or 2+ years hands-on experience in designing and implementing cloud based contact centers.
- 2+ years experience with Talkdesk configuration and administration or equivalent platform such as InContact, Five 9, Genesys.
- Demonstrated ability to learn and create a deep and clear understanding of the business process.
- Excellent time management, efficiency, and prioritization skills.
- Excellent social skills, build consensus and form trusting relationships with external and internal stakeholders.
- Fluent English, both written and spoken.
- Attention to detail and excellent follow-up skills.
- Experience working with remote teams.
- Positive, make-it-happen attitude.
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System Analyst - Waltham, United States - BayOne Solutions
Description
Title: System Analyst
Locations: Hybrid in Waltham, MA (2-3 days per week onsite)
Duration: Contract (6+ Months - Extendable)
Client: Business Insurance Domain
Top Skills Required: Contact Center Tools Configuration & Administration, Talkdesk/InContact/Five9/Genesys tool, Zendesk or any similar tools.
Position Summary:
Were looking for an unstoppable contract Information Systems Engineer to join our team. This role will support the Information Systems team by designing, testing, and implementing configuration-based solutions in Talkdesk and other applications. This position will also do analysis of our application usage, and discover new ways to optimize our end-user productivity. If youre excited to open up new applications and build practical solutions with immediate impact - wed love to talk to you
Responsibilities:
Qualifications:
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