Business Analyst

Solar Mosaic Inc Phoenix , AZ 85002

Posted 4 months ago

The Company

Mosaic makes it simple to go solar by leveraging technology and financial innovation, with a goal of providing access to clean energy for everyone. We are looking to collaborate with passionate, thoughtful people who want to make a real social impact while working to solve climate change. The position is located in our Midtown Phoenix office, to help support the company growth. Come join our team and help shape the culture of our new Phoenix office as we work towards 100% clean energy for all.

The Opportunity

Our Business Analyst will be part of Mosaic's operations technology team focusing on implementing and maintaining the Mosaic's IVR and telephony systems. They will work with cross-functional teams within the sales, operations, technology, and product teams and will work to enhance the IVR and Workforce Management capabilities.


Our Business Analyst will act both as a technical consultant and business analyst supporting the Sales and Operations leadership group in Phoenix. As the Contact Center Analyst, your responsibilities will be divided into three distinct responsibilities: (1) Implementing and maintaining telephony systems including IVR, call routing, reporting and CRM integration (2) Implement and maintain the Workforce Management (WFM) platform utilized for forecasting, scheduling, and real-time adherence reporting (3) Operational process improvement work.

Your role will entail, but not be limited to the following:

  • Design, create & maintain complex IVR DTMF and speech enabled call flows

  • Implementing and maintaining telephony systems including IVR, call routing, reporting and speech analytics

  • Troubleshoot priority contact center issues and lead to resolution

  • Act as project liaison for telephony systems

  • Integrate telephony systems with CRM solutions

  • Implement and maintain the Workforce Management (WFM) platform utilized for forecasting, scheduling, and real-time schedule adherence reporting

  • Drive tasks that improve the efficiency and accuracy of staffing and scheduling

  • Work with sales and operations leadership to drive process improvements within the call center teams


  • 3+ years of relevant experience in IVR or telecommunications

  • Experience in Contact Center Technology domains including Inbound/Outbound, CTI, ACD Call routing, Call Recording , IVR and WFM

  • Previous experience in a dynamic, fast-paced, high-pressure environment supporting large volumes and highly available technology call center environments

  • Ability to review call and system logs to facilitate troubleshooting

  • Prior experience managing & supporting WFM systems

  • Programming experience additionally scripting languages

  • Excellent verbal & written communication

  • Ability to manage competing and conflicting priorities

  • Detail-oriented and ability to maintain composure in challenging situations

  • Ability to work autonomously and as part of a self-directed work team

  • Ability to quickly learn internal tools and processes

  • Experience with JIRA and/or workflow tools

  • A degree in Engineering, Computer Science, or Computer Information Systems related discipline or equivalent work experience

  • Familiarity with the latest IVR trends and how Contact Center can leverage the latest IVR capabilities


  • Bachelor of Science, with a degree in Engineering, Computer Science, or Computer Information Systems related discipline or equivalent work experience

Why Mosaic

As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. We provide competitive pay with quarterly bonuses, quality healthcare and an enjoyable, be-yourself office environment. We are deeply mission and vision driven, and have a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring the best, the brightest, and cultivating a culture of collaboration and appreciation. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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Business Analyst

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