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System Analyst

3 months ago

Watertown, United States BayOne Solutions Full time

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:

We're 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 you're excited to open up new applications and build practical solutions with immediate impact - we'd love to talk to you

Responsibilities:

  • 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.

Qualifications:

  • Bachelor's 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.