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Intake Process Analyst

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The Telephony Intake Process Analyst, will manage, monitor and execute changes to the end-to-end telephony/voice solutions network for our Fortune 500 Company by analyzing available data, and recommend modifications to the telephony infrastructure that will produce better business results and/or a better customer experience. Telephony Intake Process analysts will troubleshoot routing issues and collaborate with the Command Center and Voice Operations team to uncover any IVR and or Telephony anomalies.

- Capture Business Requirements from internal customers, align business requirements across various business stakeholders, and map business requirements to reporting product roadmaps.
- Design changes to the end-end voice solutions environment that meet business requirements.
- Execute coordinated changes to the voice solutions environment. Execute the end-end QA and UAT process to ensure changes meet stakeholder requirements and produce the intended affect including delivery to the proper centers and agents, as well as the call experience/treatment.
- Perform risk analysis and develop risk mitigation plans when deploying changes to the telephony environment. Create and maintain change management measurements and reporting.
- Prepare routing documentation and facilitate training to business operations on changes related to call routing.
- Coordinate telephony builds, testing, and implementation in accordance with schedules and resource availability.
- Analyze available network and platform data and recommend changes to the voice environment that maximize the customer experience, self-service rates, increased delivery to appropriate agent, decreased talk time, and increased resolution rates.
- Provide leadership and on-call support to manage the resolution of issues related to call routing. Partner with B&I as well as Workforce Management and Command Center to ensure that voice solutions are built to accommodate reporting and workforce management platforms.

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