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Job Information
Job title

KCSS-Sr. Business Systems Analyst

Company Berean Corp
Wage between $0.00 - $0.00 Annually
Location United States, California, Pleasanton
Employment type 9+ Month Contract
Education Not Specified
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 10/6/2008
Description
Berean Group is seeking a Sr. Business Systems Analyst



Location:
Pleasanton
,
CA
.

Duration:
12 months



Skills/Experience:



·


5-7 years experience in Managed Services for contact center technologies. Migration experience (from premise telephony platforms to centralized hosting a plus)

·


6-10 Years in contact center technologies (ACD, IVR, CTI, Call Routing, Call Recording, and Workforce Management).



Functional/Technical Knowledge & Skills

·


Quality Assurance/Call recording design and deployment experience

·


Workforce management design and deployment experience

·


ACD (Automatic Call Distribution) design and deployment experience

·


IVR (Interactive Voice Response) design and deployment experience

·


VoIP (Voice over Internet Protocol) design experience

·


ICR (Intelligent Call Routing) design and deployment experience
Reader board design and deployment experience

·


CTI (Computer Telephony Integration) design and deployment experience



·


Qualifications/Skills:


·


Experience leading Telephony Infrastructure development and implementation of highly complex, large scale, multi-location, multi-year corporate IT initiatives.

·


Experience with managing and providing technical oversight to Big-5 consultants/system integrators.

·


Ability to communicate technical information in understandable business terms, have strong negotiation and interpersonal skills, have good working relationships with outside vendors.

·


Experience in the healthcare insurance environment.

·


Experience and a thorough understanding with complex telephony infrastructure technologies, applications and practices.

·


Exceptional analytical, interpersonal, written and verbal communication, organizational, presentation, coaching and mentoring skills.

·


Ability to create integrated business and IT project plans, key milestones, dependencies, critical paths, resource plans, resource loading, risk management plans, program management including change and quality control.

·


PMP Certification strongly desired.

·


Experience with Comprehensive Delivery Process (CDP) desired.

·


Experience with implementing large projects in large, complex organizations, utilizing direct and matrixed resources distributed across multiple locations.

·


Demonstrated experience in leading technical and functional teams for custom development projects.

·


Ability to work in a fast-paced and dynamic environment.

·


Must have a positive attitude, and the ability to work and communicate with all levels of management, internal and external vendors/partners, system integrators, etc.

·


Familiarity with Mainframe, UNIX and Windows systems architecture.



Responsibilities:



This project includes working with a managed services vendor to implement contact center virtualization, multi-channel contact centers, intelligent routing, computer telephony integration, enterprise reporting/analytics, telephonic and web self-service, etc. This individual will provide project management leadership.

Job Responsibilities:

*Define, develop and execute integrated project plan
*Define and develop team structure, their roles & responsibilities.
*Negotiate with various departments for matrixed resources and form project team.
*Lead all phases of projects, from concept through deployment, including needs assessment, system requirements determination, planning, scoping, scheduling, development, testing, implementation, etc.
*Ensure project deliverables are aligned with performance, budget, schedule, and quality objectives.
*Follow appropriate project control, processes, standards and procedures.
*Track internal and external vendor deliverables to ensure that they meet committed scope, schedule and budget.
*Work with KPIT, strategic partners, vendors, contractors, consultants, and other resources contributing to the success of all assigned projects.
*Identify and manage risks and issues, including the development and implementation of appropriate mitigation plans.
*Facilitate communications and interactions between functional groups, team members, strategic partners and vendors.
*Utilize project management tools, techniques and processes.
*Monitor progress of assigned projects, ensure adherence to their charter, IT principals and standards, and intervene in case of scope change, or pending failure.
*Anticipate and prevent potential problems, resolve issues as they arise and escalate critical problems to senior management as necessary.
*Coordinate with functional managers on short and long-term needs to appropriately position project resources, identifying potential skill shortages and resolving them in a timely manner.


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Experience/Skills
Desired skills: .

Other desired skills:
KCSS-Sr. Business Systems Analyst