Product Business Analyst

Classification: Contract
Contract Length: 12-months

Position Summary

The Business Data Analyst – Contact Center IVR & Virtual Agent is responsible for supporting the execution of the strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon managed contact centers as well as other HCA contact centers not managed by Parallon.

Responsibilities

• Must be able to write SQL queries, create templates and tables.
• Elicits, analyzes, specifies, and validates the business needs of stakeholders as they related to virtual agent and IVR technologies.
• Conducts interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
• Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-ga...