Description

You bridge business units and IT development teams for IVR and Contact Center projects.

This role is on-site.

Responsibilities

• Elicit requirements through interviews, workshops, use cases, and business process analysis.
• Map data between source systems (Web Services) and the Enterprise Data Warehouse.
• Validate development outputs against business expectations and analyze upstream/downstream functional effects.
• Facilitate User Acceptance Testing (UAT) with business units.
• Coordinate communication across IVR, Contact Center, Java, and IT Operations teams.

Required Skills

• 5+ years of IT experience.
• 3-5 years of specific experience with IVR systems.
• Experience with requirements gathering, analysis, and business process mapping.
• Ability to write and execute test cases and identify test data for scenarios.
• Webservice analysis and testing expertise.
• Data mapping between applications.
• Ability to analyze data by developing basic SQL or SOQL queries.
• Experience with Java, IVR, and SQL.
• Experience with CUIC.
• Experience with DNA.

Preferred Skills

• Project work using Cyara automated IVR testing tools.
• Experience with ICE Mortgage Servicing (MSP) or Fiserv DNA.
• Experience with IVR reporting tools like eGain or CUIC.

Key Skills

Education

Any Graduate