Sr. IVR Business Analyst-

Job Description

• 5 years of IT Experience
• 3 - 5 years of IVR Experience
• Requirements gathering and analysis
• Ability to easily learn business process
• Ability to write and execute test cases, as well as find test data for scenarios
• Ability to bridge gap between IT and BU
• IVR projects with significant customizations
• Webservice analysis and testing
• Data mapping between applications
• Analyze data by developing basic SQL/SOQL queries Desired
• Project work with Contact Center Preferred
• Project work using Cyara automated IVR testing tool
• Experience with ICE Mortgage Servicing Procession (MSP) application
• Experience with Fiserv DNA
• Experience with IVR reporting, such as eGain or CUIC
• Experience with Cisco Contact Center and CTI Data Bonus
• Industry knowledge in Banking
• Industry knowledge in Loan Servicing Responsibilities

• The Business Analyst will work with our IVR Team for Client's Customer Engagement Team and Performing Servicing Team, as well as other Lines of Business across the Bank.
• Elicits requirements using interviews, data analysis, workshops, use cases, scenarios, business process analysis and task and workflow analysis.
• In depth analysis for purposes of mapping to Data Warehouse and source system Web Services.
• Validate development matches the business expectations
• Understand the upstream and downstream effects of the application functionality both from the business process perspective and technology.
• Facilitate UAT with the Business Units.
• Coordinate communication between different development disciplines, IVR, Contact Center, Java, Enterprise Data Warehouse and IT Operations.
• Collaborate with other IT Teams and Business Units with an interest in the application updates made by the Workstream.