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Inbound Outbound Routing System Analyst

Charlotte, North Carolina

Job Description:

Position Summary

The Inbound/Outbound Call Routing System Analyst will have a very good understanding of inbound and outbound contact center routing technologies as well as evolving Omnichannel technologies such as Chat, Video, Social Media. Analyst will be acting as the primary interface between the business/client and cross-organizational technology teams. The Analyst is responsible for eliciting and evolving business requirements and in turn defining and designing the system requirements to meet the business need.  Projects are focused on enhancing a mature routing system for the different internal lines of businesses.

Required Skills

Gain a solid understanding of the current system by researching project documentation, systems requirements specifications, call scripts, architecture documents, problem reports and enhancement requests use case and usability studies
Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services, and applications into current end user service, process, and support models.
Consult with business partners to elicit/evolve requirements to define the project vision and scope from both the client’s and the caller’s perspective
Participate in business requirement reviews and provide sign-off for baseline documentation
Very good understanding of inbound and outbound contact center routing.
Knowledge of Genesys Routing desired
Knowledge of softphone, real time and historical call center reporting desired
Past experience could include operations type role with an intimate knowledge of how call routing, reporting and desktops interact

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

The Inbound/Outbound Call Routing System Analyst will have a very good understanding of inbound and outbound contact center routing technologies as well as evolving Omnichannel technologies such as Chat, Video, Social Media. Analyst will be acting as the primary interface between the business/client and cross-organizational technology teams. The Analyst is responsible for eliciting and evolving business requirements and in turn defining and designing the system requirements to meet the business need.  Projects are focused on enhancing a mature routing system for the different internal lines of businesses.

Required Skills

Gain a solid understanding of the current system by researching project documentation, systems requirements specifications, call scripts, architecture documents, problem reports and enhancement requests use case and usability studies
Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services, and applications into current end user service, process, and support models.
Consult with business partners to elicit/evolve requirements to define the project vision and scope from both the client’s and the caller’s perspective
Participate in business requirement reviews and provide sign-off for baseline documentation
Very good understanding of inbound and outbound contact center routing.
Knowledge of Genesys Routing desired
Knowledge of softphone, real time and historical call center reporting desired
Past experience could include operations type role with an intimate knowledge of how call routing, reporting and desktops interact

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21081488

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Susan Romine

Referral Bonus:

0

Street Address

Primary Location:
800 W TRADE ST, NC, Charlotte, 28255