The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business' goals and objectives.
Responsibilities include, but are not limited to:
Conduct business process analysis and requirements gathering sessions
Develop user stories and functional requirement specifications for consolidated Contact Center web applications
Assist in method definition for API integration to third party applications
Clearly communicate with clients and project teams via email and conference calls
Coordinate product deployments and write release communications
Ensure collaborative outcomes by establishing and promoting strong client partnerships
Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams
Develop and drive QA/UAT testing
Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features
Bachelor's degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered.
3-4 years of experience in a BA role with increasing responsibility
Has written user stories
Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc.
Integration experience with third party applications
Requirements gathering, data modeling, API integration, and specifications for new web applications
Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM.
QA use cases, QA testing, and Bug Tracking tools
Software Project Management
Excellent written and interpersonal communication skills
Proficiency in Microsoft Outlook, Excel, and Word is a must
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms -when and where they need it. Our employees are at the heart of making this happen and that's why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
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