Senior IT Systems Analyst

2 weeks ago

Houston, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.
Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

Job Summary

CenterPoint Energy is looking for a Senior IT Systems Analyst to join our Contact Center Support Team, located in Houston, TX.

You will have the ability to: perform job duties in a VoIP contact center applications system. SR Systems who can perform design job duties in a VoIP contact center applications system. Responsible for the application architecture and design of VoIP customer contact center solutions. Works with business, subject matter experts, technical and enterprise architectures to facilitate the implementation of contact center solutions and enhancements by maximizing the value of our current technology capabilities and enhancing business functionality and overall performance, while maintaining a high degree of business and customer satisfaction.

Essential Functions

  • Responsible for analyzing and translating contact center multi-channel business, information and technical requirements into an architectural blueprint that outlines solutions to achieve contact center business objectives
  • Responsible for collaborating between IT functional teams and contact center business partners to determine the most optimal design for the project
  • Works with enterprise architecture, application and infrastructure teams to produce an optimal, high level, conceptual design for contact center and IVR (Interactive Voice Response) projects
  • Partners with business analysts, systems analysts and engineers in requirements gathering and reviews of IVR and contact center initiatives
  • Review business processes and requirements documents and analyzes and defines functional requirements for customer-specific development needs or integration requirements
  • Architect and design IVR and contact center system functionality based on process requirements, application and system landscape
  • Analyze and map clients' IVR and contact center business requirements, processes and objectives. Develop necessary product modifications to satisfy clients' needs
  • Participate in Blueprinting sessions to understand and develop contact center client requirements
  • Support implementation phase and assist with the development of functional and technical requirements, scope and acceptance testing of contact center, IVR initiatives and/or enhancements
  • Provides guidance throughout all portions of the contact center/IVR System Development Life Cycle including Requirements Gathering, Analysis, Design, Coding, Testing, Deployment, Support, and Decommissioning
Education Description
  • Technical Certification in VoIP Call Center Applications or Network is a plus.
  • Four year college degree is a plus.
Experience
  • A minimum of 4 years of IT VoIP Call Centers
  • Demonstrated Facilitation skills
  • Excellent communication skills
  • Team building and collaborations with multiple technology and business teams
  • Project Management skills or Certification is a plus
  • Driven, effective problem solver

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