Bus Technical Analyst

Altice USA is seeking a Bus Technical Analyst to provide multi-level support for the Contact Centers, addressing concerns raised via chats, emails, and phone. The Analyst will ensure the highest level of IT stability for Contact Center functionality, collaborate with various business groups, and serve as the key technical liaison with our business partners.

Requirements

• Triage concerns brought about by the business and determine if concern is a technical issue or related to customer education.
• Handle system-wide application issues and vendor outages by managing communications between IT, Contact Center management, and vendors.
• Utilize ServiceNow ticketing system to manage incidents and requests in order of severity.
• Monitor and ensure performance of IVR and Chat applications, Contact Center tools, and other Contact Center functionalities.
• Manage Virtual Call Center opening and closing process based on business operation hours.
• Develop reports and analyze the data to identify trends in the Contact Centers
• Ensures that system implementations conform to established company standards and/or industry best practices
• Develops documentation including operational manuals, run books, procedures, and problem resolutions.
• Understand and can convey IVR and Chat flows to business and IT teams in a manner that is easily understood.
• Analyze chat bot interactions, intents, and the associated customer journeys to identify, augment and implement appropriate solution(s)
• Participates in an on-call rotation to support the business needs
• Optimize Chat flows to provide a seamless customer experience through the customer interactions
• Conducts meetings with various groups to drive to root cause and resolve outstanding issues
• Maintains and creates documentation around vendor contacts, design, and processes.
• Aides and participates in the onboarding of new business partners
• Assists in decommissioning of vendors, processes, tools, and reclaiming of licenses