Systems Analyst (PBX AND IVR)

1 week ago
Job ID
Position Type
Contract to Perm (Full-Time)
# of Openings


Scope of Work:

Client is seeking a highly-motivated Systems Analyst to work closely with business and technical communities to implement IVR solutions to meet business objectives. This position leverages technical skills as well as exceptional project management, analytical, conceptual, and problem solving skills.
Excellent communication skills will allow you to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities if you’re up for the challenge.


  • Meet with business partners to review business requirements and understand the problem the business is trying to solve
  • Design and recommend the appropriate solution to best meet the requirement; identify gaps in business requests and follow with appropriate resources to clearly define full systems requirements; identify all impacted telephony systems; help to create business use cases, and document system requirements
  • Fully manage and define IVR projects; ensure complete costs and assumptions are documented and presented for each project, create & maintain: project plans while managing releases, requirements (VUIs and call flows), resources, schedules, estimates, and business expectations
  • Fully manage testing support for all IVR implementations and BC plans including:  develop test plans, define test use cases / scenarios, define expected testing results, highlight and address existing gaps or create new plans, proactively define improved processes, conduct quality acceptance testing, and document / evaluate results
  • Work with the business testing teams while developing and implementing test plans
  • Fully understand and support the value of the Standard Operating Procedure (SOP) documentation; enforce the integrity of the information ensuring it is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes to ensure standardization of approach across the team
  • Analyze and document existing call flows from network, through PBX, to answer (IVR or CSR)
  • Identify inconsistencies and recommend modifications to improve the (complete) customer experience
  • Fully understand, maintain, and support IVR infrastructure; troubleshoot issues, perform root cause analysis, recommend corrective action, and lead the resolution efforts; work as a liaison to the business and technical resources; make recommendations to improve the overall IVR customer experience
  • Adhere to the standard software development lifecycle processes used within the systems development organizations
  • Evaluate vendor proposals and provide recommendations for telephony technologies supporting contact center solutions
  • Perform related duties as assigned or requested
  • Take direct ownership and accountability, and act as a leader


  • Ability to manage complex technology projects
  • Ability to work with multiple internal and external groups (across multiple locations) to complete projects
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints
  • Ability to estimate project effort and duration with focus on continuous accuracy improvement
  • Ability to track and resolve issues through resolution
  • Ability to work within established processes and procedures with focus on continuous process improvement
  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)
  • Strong interpersonal and communication skills (written and verbal)
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Self-motivated learner who, when faced with something new, will take the opportunity to fully understand it and take the initiative to become the Subject Matter Expert (SME)
  • Demonstrates a very strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and willingness to never stop learning
  • Possesses highly developed analytical, conceptual and problem-solving skills
  • Must enjoy solving complex problems and implementing creative solutions in a fast-paced dynamic systems environment
  • Knowledge of contact center operations and technologies preferred
  • IVR knowledge required.
  • Telephony and multi-channel capabilities knowledge preferred
  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience required
  • Team provides 24x7 support, off hours and weekend work required as needed


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