Business Systems Analyst-IVR in Tucson, AZ at DISYS

Date Posted: 7/3/2018

Job Snapshot

Job Description

Job Description
My client is seeking an experienced and collaborative Staff Business Systems Analyst-IVR with extensive knowledge of Call Center telephony systems including PBX, IVR, CTI, Chat and various call routing solutions that improve customer experience, increase IVR self-service rate and increase agent productivity.  In this role you will be a visible leader working across organizations implementing new processes and technologies that support client’s strategy and mission.  The successful candidate will demonstrate passion, understanding and application of business process transformation and new technologies to transform our ability to deliver customer care.  The SBSA will work closely with the Business, Customer Experience, Operations, Systems & Technology, Project management, Telecom/IT, Product Development and QA teams. 

Job Requirements

Your Talents:
Define and execute IVR, Chat, and Email channel solutions from concept to rollout. 

Measure results and enhance to improve customer and shareholder metrics.
Pro-actively identify routing strategy pain points, opportunities, and drive improvements in Customer Channel experiences. 
Work closely with the Business, Customer Experience, Operations, Systems & Tech, IT, and Quality Assurance teams to gain insight and understanding of the needs of the business and to develop a solid working relationship.  Interpret and act on requests in a concise and timely manner.
Strong interpersonal skills and the ability to communicate technical & non-technical concepts to team members.
Demonstrated ability to investigate a problem and resolve reported issues.
Hands-on testing and validation of business requirements and system functionality.
Keep constant track of the performance of IVR applications and being able to report to management as needed.
Work with in-house reporting team to develop/enhance metrics, interpret results, and present recommendations to management.
Identify and design new processes that may be required in support of the project, using and adapting existing processes where possible.
Monitor competitors and industry trends.
5+ years of IVR, Chat and/or Customer Channels routing experience.
Knowledge of integrated, global call center technologies to support IVR, CRM, CTI integration and skills-based routing in a Customer Interaction Platform environment.
Proven ability in driving strategies across organizational boundaries.
Data driven…Uses methodologies, metrics, and analysis to assess and improve experiences.
Drives results through innovation…Test hypotheses through experimentation & continuous improvement.
Recognizes and works through resistance or setbacks with minimal coaching.
Bachelor’s degree required in Business, Information Technology, or similar.

Additional requirements:

Boundaryless leadership, systematic thinker who works effectively across organizations

Strong communication skills (oral and written)

Ability to influence and partner for change

Effective at prioritization and time management

Strong quantitative, analytical, and conceptual thinking skills.

Strong requirements gathering experience

Exceptional ability to perform structural analysis & design following a structured approach.

Technically proficient in software including MS Word, Excel, Power Point, Project, & Visio.

Ability to perform and complete assignments with minimal guidance.

May be asked to provide on-call and after-hours support.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ to contact us if you are an individual with a disability and require accommodation in the application process.


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