Description

You will serve as the technical bridge between IT and business units for IVR and contact center projects with significant customizations.

Responsibilities

• Elicit requirements using interviews, workshops, use cases, and business process analysis.
• Analyze upstream and downstream application effects from both business process and technology perspectives.
• Map data between source systems and the Data Warehouse, including web services.
• Write and execute test cases, identify test data, and facilitate UAT with business units.
• Coordinate communication across IVR, Contact Center, Java, Enterprise Data Warehouse, and IT Operations.

Required Skills

• 5+ years of IT experience, including 3-5 years specifically in IVR environments.
• Proficiency in writing and executing basic SQL and SOQL queries.
• Experience with web service analysis and testing.
• Strong ability to analyze business processes and translate them into technical requirements.
• Experience facilitating UAT and bridging gaps between IT and business stakeholders.
• Ability to quickly learn new business processes and tools.

Preferred Skills

• Experience with Cyara automated IVR testing, ICE Mortgage Servicing Platform (MSP), or Fiserv DNA.
• Knowledge of IVR reporting tools such as eGain or CUIC.
• Background in Banking or Loan Servicing industries.

Key Skills

Education

Any Graduate