Business Specialist - Business Process Modelling

Job Summary

Skill MatrixTotal Years of ExpLocation – Pan India or any constraintHyderabadProject type (Support / Dev / Maintenance)DEVShift involved – If yes please share timing.Salary RangeNotice PeriodAnySkillMandatoryProficiency Level (1-5)Business AnalystYes5Knowledge in IVR Dowminyes3Strong in Documentation and Presentation SkillsYes5Interpersonal and negotiation skillsYes4Excellent Communication SkillsYes5Firm understanding of SDLC(software development lifecycle)Yes4Job description - Technical Implementation Coordinator (TiCo)Location: HyderabadRequirements:Min 8+ years of experience in IVR Domain, Business Analysis, IVR systems configurations and stakeholder communications.Strong understanding of Call Center Platform / Omnichannel Customer support system. i:e: IVR’s. Dialog Flow, BOT & Messaging.Documenting technical process flows, workflows, and business processesProven ability to document business requirements and translate into flow diagrams.Experience with auditing technical documents and identifying gaps.Proficiency with process flow tools like Visio, Lucid Chart, Client Drawings.Proficiency with office applications like Google Workspace, Microsoft Office (Docs, Sheets, Slides).Self Starter. Ability to work independently with minimal supervision.Possess keen attention to detail.Comfortable working in a fast paced, dynamic environment.Team player, comfortable working with business executives and strong personalities.Strong communicator and comfortable engaging with technical and business stakeholders.Responsibilities:Represent GEM / Business in daily stand upMonitor all client bugs and follow through on updatesPgM for all site stand ups and onboardingCall flow documentation for new flowsUpdate flow diagrams after BAU bug completesWrite stories after solution defined by GEMCreate & Own Config trix & other CCB artifacts, responsible for accuracy and updatesInterface with QA to provide guidance on test plansProvide guidance to Client during UAT; remove roadblocks Maintain IVR ConfigurationsCollaborate with Flow Team, SWE’s and Operations team to meet Clients expectations on feature requests or Projects.Implement solutions as documented by client partners; clear steps will be provided by the client partner.Communicate to Client Partners on the status of bugs and projects assigned for a given week/sprint (weekly report).Identify and escalate risks and issues during implementation to client partners; track resolutions when instructed by client partnersBecome familiar with Speakeasy concepts and features as defined in go/speakeasy-help.  Stay current on release notes and be able to answer basic questions about the product.Work closely with client partners to continually evaluate and improve the Speakeasy onboarding experienceProvide Support to client partners on multiple implementations.

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