Business Syst Analyst IV
Responsibilities
Manage and assist in planning and implementation of call routing between multiple call centers for various RBS Citizens Contact Centers.
Manage planning, establishment, maintenance and documentation of network & switch based voice routing, IVR/ACD configurations, call flow, and disaster recovery options.
Oversee the planning, testing and implementation of new voice infrastructure and solutions supporting contact center business.
Manage design, validation & implementation of IVR call routing and Avaya switch routing to support call center operations.
Provide guidelines, project assistance, consulting and documentation of various functions for IVR enhancements.
Work in partnership with our internal IT and telecom departments on service enhancements, including IVR/ACD design, CTI, routing capabilities and network and switch integration and technology and process standardization.
Manage and assist in toll free number assignment, routing and application/database establishment supporting internal marketing groups.
Maintain and applies a strong technical understanding of LAN/WAN configuration, the latest Voice, PBX, VoIP technologies, CTI applications, IVR, convergence technologies and CRM Solutions available in the call center industry and within RBS Citizens.
Develop project plans and coordinate various project schedules and tasks with internal and external parties.
Communicate and coordinate with the senior management to ensure all parties are kept on current on progress, escalating matters where appropriate.
Qualifications
Experience in the use, planning, implementation and maintenance of mission critical 24x7 Customer Care applications and telephony services (example: IVR/VRU systems, ICM, CTI and Avaya ACD systems)
4+ years of Analytical/Process Improvement experience.
Must possess strong understanding of development lifecycle.
Ability to analyze documentation for business requirements.
Experience configuring server oriented architecture based systems.
Ability to manage multiple tasks and concurrent project duties within tight deadlines.
Candidate must possess good process/business oriented analytical skills and good oral and written communication skills.
Strong customer-service/sales orientation.
Other Information
Hours Per Week: 40
Work Schedule: Monday-Friday, 8:00AM - 5:00PM,
Equal Employment Opportunity
It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
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