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Systems Analyst (ACD / IVR)

Company: ArdentMC
Location: Washington
Posted on: February 25, 2021

Job Description:

ArdentMC is a software development firm, focused on high-value/ high-technology solutions for government and invites you to join our dynamic organization serving federal clients from the US Department of Homeland Security, to the Department of Defense and Commercial markets.--ArdentMC offers competitive salaries, 401K matching, paid time off, tuition reimbursement and host of other benefits, creating a rewarding and fast-paced work environment.-- ArdentMC is seeking a Systems Analyst (Senior Business Systems Analyst). Primary Responsibilities:

  • Coordinate with internal stakeholders and vendors to document, set up, and test required components of Desktop Screen - Pop/Soft-Phone applications, workforce management, and real-time and historical reporting systems;
  • Serve as liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades;
  • Prepare, consolidate, analyze and present daily, weekly, monthly, and quarterly reports;
  • Recommend processes, procedures, and system(s)-flow changes to increase routing accuracy and customer satisfaction;
  • Assist in maintaining and upgrading support tools and telecom/Contact Center reports;
  • Provide decision makers with actionable systems related recommendations;
  • Run queries using multiple database systems (e.g. Microsoft Access), and execute integration testing; and,
  • Design and create multiple pivot tables using Microsoft Excel for the required reporting metrics and deliverables. Minimum Education Requirements: Bachelor's Degree; ITILv3 Certification required within 30 calendar days after task order award.-- Minimum Experience Requirements: Seven (7) or more operational years of experience that depicts a clear and detailed hands-on experience of ALL of the following technologies:
    • Automatic Call Distributors (ACD)
    • Interactive Voice Response (IVR)
    • Workforce management systems
    • Quality assurance applications Optional (but preferred) Education: HDI Technical Support Professional and Project Management Professional (PMP) certifications Optional (but preferred) Experience: Experience in Contact Center operations that include Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, , and business intelligence software, eXtensible Markup Language (XML), XML editing tools - XMLSpy, Hypertext Transfer Protocol (HTTP), Secure Sockets Layer (SSL) and client certificates.

Keywords: ArdentMC, Washington DC , Systems Analyst (ACD / IVR), Professions , Washington, DC

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