TIAA Sr Systems Analyst - Telephony in CHARLOTTE, North Carolina
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
Provides full life cycle analysis, development, support and complex problem resolution that meets customer requirements and SLAs for Telephony platform. Possesses a working knowledge of end-to-end business and IT processes related to Telephony Call Center and IVR platforms. Work as part of Telephony support team with other technology leaders, development staff and technical/business analysts to create technical solutions. Communicate progress, technical issues, and issue resolution.
KEY RESPONSIBILITIES AND DUTIES:
Support successful implementation of TelephonyCall Center projects and timely service in Cloud platform.
Create Detailed Dialog Specification(DDS) and Call Flow design documents
Document the technical / network requirements,design, and testing information to ensure quality output that meets statedbusiness needs
Provides Forecast and Benefit metrics forCall Volumes, Call Reduction, AHT, IVR resolution rate etc.
Create User Stories and manage Product Backlogfor agile delivery methodology
Deliver end to end application solutioncomponents on time and within budget that meet the stated business needs , andconform to IT methodologies and Data Management practices
Create Project Documentation / SOXartifacts that meet SDLC standards
Create robust, high quality technicalsolutions for business and technology customers
Align the needs of business units withthe capabilities of IT
Participates in delivery of fullytested applications or components of more complex applications for System andAcceptance Testing
Lead others in conforming to corporateand IT standards and directives while embracing the future direction ofInformation Technology to successfully execute technical efforts
Performs application and technicalproblem solving including advice, guidance and mentoring to staff
Conduct formal Integration Testing (IT)and ensure testing is compliant with the approved integrations test plan andexpected results
Create and execute implementation planfor technical deliverables as well as providing production support
Collaborate with other technology anddevelopment staff to provide solution alternatives that ensure key deliverablesare achieved
Uses business knowledge to supportbusiness case development that leverage the appropriate level of qualitativeand quantitative information to support business objectives
Create and modify technical processes,designs, and solutions as required
Identify and support resolution ofrisks that could impact ability to deliver results within the stated objectives
Understand and manage the effect ofchange (regulatory, market or TIAA-CREF internal) on business processes, IT solutionsand tools
Ability to lead multi-deliverabletechnical efforts
5 or more years of experiencewith Telephony On-Premise and / or Cloud platforms
5 or more years Data Analytics / Operational Reporting –for example - Tableau, SQL, Excel
5 or more years of experience with IVR ComputerTelephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya,and Cisco
1 or more years of experience System Analyst experiencewith Genesys IVR, Call Routing, Call Recording, WFM and Operational Reporting
5 or moreyears of experience withNuance – Natural Language Understand (NLU), Speech Recognition
1 or more years of experience withAgile and Kanban project delivery methodologies
1 or more yearsof experience with validating telephony data and voice network architecturediagrams
Performs tasks executing andmodifying processes, plans and design when needed
Full ownership for one or moreprocesses, procedures or products.
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- Requisition ID: 1724571
Post Date: Jan 10, 2020