Director, Infrastructure – Contact Center Business Analyst

🔥 27 minutes ago

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Analyze complex business requirements and translate them into effective system integration solutions • Optimize data connectivity, improving business processes and ensuring seamless communication across enterprise applications • Work closely with customers to gain in-depth understanding of business issues • Identify, analyze, and translate business needs into functional specifications • Collaborate with Project Management and Development teams in the implementation of solutions • Develop detailed designs for implementation of technical work, defining implementation and testing procedures • Design the IVR caller experience for DTMF and speech-enabled applications • Create effective speech user interface designs including call flow, dialogs, functional logic, prompts, and define grammars • Partner with the Development team to drive successful implementation of IVR design specifications • Resolve implementation issues affecting design and overall IVR experience • Analyze the performance of the user interface regarding metrics and caller experience • Recommend changes to improve client satisfaction and transaction completion • Act as a subject-matter expert in the Contact Center Domain for technology solutions (IVR, Conversational AI, Routing, SMS, Chat, Outbound, Recording, etc.)

🎯 Requirements

• More than 5 years’ industry experience in IVR Voice User Interface design of conversational speech recognition applications and self-service solutions • Well-rounded experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, Chat, Conversational Bots, CTI, Interaction Routing, Outbound, Workforce Management, and Call Recording. • Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help • Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles • Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and chat interactions • Experience in designing both call steering and self-serve applications • Strong analytical and problem-solving skills with the ability to break down complex business challenges • Excellent written and verbal communication skills with strong interpersonal abilities • Proficiency in creating detailed documentation, process flows, and technical specifications • Ability to work collaboratively in cross-functional teams and manage multiple priorities • Strong organizational skills and attention to detail

🏖️ Benefits

• Employees can work remotely