IVR Business Systems Architect

Job Description:Ajilon Consulting has been a premier provider of information technology (IT) business solutions since 1969. With over 50 offices in North America and 10,000 employees worldwide, Ajilon Consulting is a company full of opportunities and exciting new challenges.We are currently seeking a Senior IVR Business Systems Architect for a contract-to-hire opportunity in Durham, NC.Conducts high-level business analysis involving complex business requirements and processes. Analyzes current processes and recommends process improvements. Provides business knowledge as well as technical subject matter expertise. Works with various stakeholders in the development and completion of the specific requirements for project deliverables. Meets with various internal business partners to gain agreement as well as oversees the analysis and dissemination of IVR activity and integrations. Acts as lead and provides reports and presentations regarding recommendations and implementations to the management team and business partners via the Call Delivery Center of Excellence.Develops business cases for requested IVR enhancements, creates project schedules and contingency plans, builds business and functional requirements in accordance with applicable rules. Also responsible for quality assurance and testing, change management and communications to all impacted organizations. Documents and reviews all project documentation, such as overall project plans, milestones, issues, risks, etc. Responsible for developing clear documentation on IVR platforms and processes. This documentation will be used as the primary tool to understanding and learning how the infrastructure has been designed. Coordinates projects between operations and development systems - acting as liaison between the two departments.Essential Roles and Responsibilities: ? Develops best practices for support processes and procedures including tools and techniques to optimize performance.? Facilitates user workgroups and cross-functional system area support teams that include multiple IS teams and/or Vendors to effectively manage production issues.? Provides technical and business support to customers for complex issues related to multiple customer service systems to determine the best solutions.? Serves as a Subject Matter Expert on multiple customer service systems so that both internal and external customers have a knowledgeable resource.? Validates vendor provided technical solutions and/or identifies alternatives to solve customer production problems.? Provides accountability for service level performance within specific system areas to optimize results.? Evaluates critical business issues for impact, risk and necessary corrective actions to appropriately scope production issues.? Mentors production support and optimization analysts on products, services and research techniques and tools associated with problem triage and resolution to increase productivity while reducing operating costs.Additional Roles and Responsibilities: ? Participates in Product area releases, projects and workgroups to ensure successful project turnover. ? Provides oversight for multiple customer service system areas to manage problem intake. ? Validates sizing estimates for production support design solutions in collaboration with technical teams to determine problem scope. ? Validates technical requirements for production support design solutions in collaboration with technical teams to ensure appropriate long-term corrective actions.? Reviews and evaluates technical issue resolutions for completeness and accuracy. ? Collaborates with technical team members to test and verify current system performance versus intended outcome.? Establishes and reviews unit test plans to ensure solutions are properly tested. ? Provides regular summaries for management of issues and resolutions for potential long- term development opportunities.? Responds to and documents customers' issues using unit standards to accurately capture problem descriptions.? Analyzes root causes and documents recommended improvements to customer service systems to correct problems.? Identifies and provides cross training to less experienced members of the team.? Defines and implements tools, techniques and processes to increase productivity and efficiencies of other analysts, resolves issues, optimizes issue cost savings and improves the customers' overall user experience with the production support and optimization group. You can view all of our jobs online at http://www.ajilonconsulting.com



Job Experience:Experience: - 10 years minimum experience working with customer service systems to include: IVR, Speech Recognition, telephony networks, data networks, and CRM technologies.- Demonstrated project management experience supporting both the business and technical needs of customers. - Experience writing business requirements.- Business impact analysis experience.Skills: - Strong leadership and facilitation skills.- Strong analytical and organizational skills. - Excellent oral and written communication skills. - Excellent interpersonal and relationship building skills. Success Factors: - Must be a motivated self-starter and aggressive worker- Attention to detail. - Ability to communicate at all levels of the organization. - Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs.- Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes. Desired Job Competencies:Knowledge: - Telecommunication and CRM functions (IVR, Network, PBX, Multi-Channel CRM). - Diverse computer platform knowledge (micro, web, mid-range, mainframe). Other Skills: - Proven proficiency in use of MS Excel and MS Project work plans - Proven proficiency in use of PowerPoint Presentations - Proven expertise using Project Management Methods Feel free to contact Kendra Andrews at 919-941-0001 or 888-296-7575 with any questions. Thank you for your interest in Ajilon.Years of Experience Required: More than 5 years