Business Technical Analyst

Optimum is a cutting-edge communications, media, and tech company. The Business Technical Analyst is responsible for providing multi-level support for the Contact Centers, analyzing data, identifying trends, and performing root cause analysis to ensure the highest level of IT stability for Contact Center functionality.

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.
• 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
• Also performs other tasks as assigned