OVERVIEW S2scout is on the hunt for a Call Center Solutions Analyst. This position offers the opportunity for professional growth within a highly-advanced infrastructure.
Understand business requirements that drive the analysis and design of quality business solutions to utilize and participate in the full system development life cycle.
Provide assistance and lead application development project deliverables -- e.g. requirements, use cases, user stories, user interface design, testing cases, testing outcomes, approvals, and training materials.
Meet customer needs based on the specifications, ensuring minimal defects in both UAT and production. Be accountable for identification, documentation, and escalation of risks, defects, and issues throughout the project lifecycle.
Provide required technical support to users in a dynamic environment with complete focus on client and customer services.
3-5 years experience in an SIP-enabled contact center using Avaya platform.
Proficiency in modern contact center technology (e.g. ACD, IVR, CRM, WFM.)
Ability to use software loads and maintenance tools to determine and correct equipment failures.
Determine inefficiencies and provide possible solutions to call center management.