Mastech Digital is an IT Staffing and Digital Transformation Services company.

Contact Center Telephony Analyst

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Location: Corona, CA
Job Code: 208941
Posted: May 26, 2020

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Contact Center Telephony Analyst for our client in the Healthcare domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.
Duration: 12 Months Contract
Location: Corona, CA
Role: Contact Center Telephony Analyst
Primary Skills: Business Analysis 
Role Description:
The Contact Center Telephony Analyst would need to have at least 4+ years of experience. This is more of a business side role where you must be someone who has telephony/IVR/ Contact center domain with strong experience of Business Case Development including building ROI.
- Design, improve and enhance caller experience via telephony systems via exploration of innovative technology components
- Work with analytics to identify areas of improvement and present via data driven design
- Insure IVR and Routing design adheres to industry best practice Branding standards
- Lead development and execution of strategy, future telephony functionality, enhancements and capacity management to meet the evolving needs of the business with collaboration Contact Center Operational leaders and IT
- Participate in governance and change control/management activities
- Coordinate with testing, technical, business, reporting, and vendor teams to review and approve business and technical requirements planning and design sessions
- Drive IVR self-service utilization improvements
- Collaborate with business intelligence team to validate and investigate data for reporting and analytics
- Manage queue treatment change requests
Required Qualifications:
- Ability to explore new telephony capabilities to determine feasibility and benefit of bringing to the call center
- Business Case Development including building ROI
- BA/BS degree in related field or equivalent experience
- A minimum of 4 years of experience in contact center telephony technology domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics, etc.), operations experience
- Bilingual a plus
- Experience leading small to large projects
- Ability to work effectively within matrixed organizations and develop strong partnerships with both IT and business partners
- Ability to navigate through large and complex organizations
- Strong customer service skills
- Extensive understanding of SDLC, Agile, change management, application development, infrastructure and industry best practices
- Ability to analyze, document, and present to senior IT and business leaders
- Critical, strategic thinking, meeting facilitation, outstanding verbal and written communications, and interpersonal interaction skills are required
- Healthcare business acumen
- Self-starter requiring minimal supervision
Education: High School/Bachelor’s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent.
Experience: Minimum 4+ years
Relocation: This position will not cover relocation expenses
Travel: No
Local Preferred: Yes
Recruiter Name: Rajiv Kumar
Recruiter Phone: 877-884-8834 (Ext: 2228)
Equal Employment Opportunity


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