Contact Center Quality Analyst, Sr. jobs in Massachusetts

Title: System Analyst

Locations: Hybrid in Waltham, MA (2-3 days per week onsite)

Duration: Contract (6 Months - Extendable)

Client: Business Insurance Domain

Top Skills Required: Contact Center Tools Configuration & Administration, Talkdesk/InContact/Five9/Genesys tool, Zendesk or any similar tools.

Position Summary:

We’re looking for an unstoppable contract Information Systems Engineer to join our team. This role will support the Information Systems team by designing, testing, and implementing configuration-based solutions in Talkdesk and other applications. This position will also do analysis of our application usage, and discover new ways to optimize our end-user productivity. If you’re excited to open up new applications and build practical solutions with immediate impact - we’d love to talk to you!

Responsibilities:

• Plan, design and implement cloud based contact center Interactive Voice Response (IVR).
• Plan, design and implement cloud based contact virtual agent.
• Work closely with the insurance operations teams and act as information systems business partners in order achieve the company goals and needs.
• Manage projects and enhancements requests including prioritization, work plans, risk management, etc.
• Define insurance operations processes that can be automated and lead the automation development and implementation phases.
• Train end-users on how to work with the existing applications.
• Support other business systems including Zendesk as time permits.

Qualifications:

• Bachelor’s degree in Industrial Engineering, Information Systems, or 2 years hands-on experience in designing and implementing cloud based contact centers.
• 2 years’ experience with Talkdesk configuration and administration or equivalent platform such as InContact, Five 9, Genesys.
• Demonstrated ability to learn and create a deep and clear understanding of the business process.
• Excellent time management, efficiency, and prioritization skills.
• Excellent social skills, build consensus and form trusting relationships with external and internal stakeholders.
• Fluent English, both written and spoken.
• Attention to detail and excellent follow-up skills.
• Experience working with remote teams.
• Positive, make-it-happen attitude.