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.

Your-day-to-day

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

QUALIFICATIONS & EXPERIENCES:

  • 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

EDUCATION

  • 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


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Business Analyst

Opentech Alliance

Posted 1 week ago

VIEW JOBS 10/12/2019 12:00:00 AM 2020-01-10T00:00 Who We Are OpenTech is a technology company that provides innovative solutions and exceptional service for self storage property owners and customers. We have the high energy level and customer focus of an innovative startup, backed by the experience and leadership of a top management team. We are passionate about partnering with our clients to create opportunities for success, and committed to continuously improving ourselves, our processes and our solutions. We make mistakes, but it is how we recover from them that makes us a great company. Sound like the place for you? We are a compassionate company that truly cares about our people. Interested in joining the OpenTech family? Apply today. What's the Role Our open role is for a Business Analyst. The right candidate will become a member of the Development Team. Responsible for the identification, documentation, management and communication of scope and requirements for multiple products and initiatives in a fast-paced environment. Act as a subject matter expert, generate and capture requirements, track and resolve project issues, and create and manage user stories.  What You'll Do Core duties and responsibilities include the following and other duties as assigned. * Manage intake of enhancements and feature requests * Meet with assigned project stakeholders to perform an initial assessment of said requests, problematic situations or new business opportunities * Perform root cause analysis on business issues to identify weakness and problems * Compile recommendations/solutions with attention to desires, capabilities and limitations * Outline and present recommended options for solutions or implementations with detailed data and documentation * Determine impacts on enterprise-wide basis for resources, systems and/or processes * Assess the effectiveness of changes to include tracking costs and the overall benefits of these changes * Partner with appropriate resources to help outline ROI for proposed initiatives and/or projects * Work collaboratively internally and with partners to deliver chosen solution(s) * Ensure continued alignment for all initiatives and projects with the strategic goals outlined by organization * Serve as a liaison between IT/Dev and business to facilitate understanding of intent * Monitor status of enhancement projects with clear communication to business partners * Works with management and users to define, develop and implement innovative business solutions * Elicits requirements and acceptance criteria through customer interviews, internal brainstorming sessions, UX design and prototyping sessions, use case assessment, task and workflow analysis * Hold regular meetings to review epics, user stories and other technical documents with Product Owner, IT/Dev Teams, and Business to ensure requirements are adequately reflected in planning documents * Prepares and distributes release notes and training documentation to accompany production releases of software * Obtain continuous feedback from support and customers, bringing intellectual property back to the product team, and making recommendations on future service offerings Who We Are Looking For You might be a great fit for OpenTech if: You are collaborative, hardworking, value integrity and bring a positive attitude to everything you do. You care about where you work and the people you work with. You are a creative problem solver and can prove it. You are a team player, ready to step up and step in when needed. You value individuality, and actively seek out perspectives, ideas and insights other than your own. You like people and they like you. Necessary Tools & Skills * 4+ year(s) proven job experience * Experience writing user stories, functional requirements and specifications * Demonstrates a high level of competency in: * Analytical skills; ability to collect, organize, analyze, and disseminate information * Organizational and problem solving skills and the ability to balance multiple tasks simultaneously and juggle priorities effectively * Entrepreneurial qualities, such as trying innovative solutions, resiliency to change and recognizing what is most important to get done * Providing and welcoming open, honest, respectful and constructive feedback * Work independently and in a team environment * Accurately estimate work effort for assigned tasks * Timely completion of deliverables * Working knowledge of QA principles * Working knowledge of data structures * Working knowledge of Scrum, Agile, and Kanban methodologies * Working knowledge software development best practice attributes of maintainability, dependability, efficiency, and usability * Familiar with VSTS, JIRA and Confluence * Familiar with DevOps best practices * B.S. degree in Information Systems/Computer Science, Mathematics, Statistics, Economics, related degree, or 4 years of job experience The Fine Print OpenTech reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity. OpenTech Alliance, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OpenTech Alliance, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Opentech Alliance Phoenix AZ

Business Analyst

Solar Mosaic Inc