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CereCore · 7 hours ago

Product Business Analyst

Nashville, TN

Full-time

Onsite

Senior Level

5+ years exp

CereCore is seeking a Product Business Analyst specializing in Contact Center Virtual Agent and IVR technologies to drive strategic initiatives for improved efficiency and productivity. The role involves gathering and analyzing business requirements, developing systems prototypes, and ensuring optimal usability of virtual agent and IVR technologies across various contact centers.

ConsultingInformation ServicesInformation Technology

Growth Opportunities

Responsibilities

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

Works with stakeholders and project team to prioritize collected requirements

Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes

Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized

Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards

Develops and utilizes standard templates to accurately and concisely write requirements specifications

Translates conceptual customer requirements into feasible, functional requirements in a clear manner that is comprehensible to developers/project team and communicates this back to business stakeholders

Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team

Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted

Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary

Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood

Provides guidance and/or instruction to junior staff members

Partner with all stakeholders to identify and document strategy and opportunities of call flows (including virtual agent and IVR solutions) that ensure continuous improvement and optimize flows to meet business goals and objectives

Accountable for demonstrating success of utilizing virtual agent and IVR technologies through improved containment, resolution rates, patient satisfaction and lower total cost per account worked

Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology

Works with IT and Operations to help expand and implement virtual agent technologies to other business units within the Contact Centers

Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives

Meet with Contact Center Operations to review containment and resolution rates, failure points, and call results. Recommend changes to flows and design based on previous results

Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions

Creates an environment that encourages information sharing, team-based resolution, cross-training, and process improvement

Contribute to training and education materials for use in training

Adheres to Code of Conduct. Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallon’s internal and external clients

Performs other duties as assigned

Qualification

Healthcare Revenue ManagementContact Center ExperienceSQLSQL ServerBig QueryMicrosoft ExcelData Visualization ToolsVirtual Agent KnowledgeCCAI DialogflowCCaaS VoicebotBuilding PartnershipsInnovationCommunication SkillsProblem SolvingLeadershipCustomer FocusContinuous Learning

Required

Bachelor's degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required

5 - 7+ years of experience in related positions

Contact Center experience is required

Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals

Strong attention to detail including proven ability to prioritize competing initiatives simultaneously

Robust analytical, Big Query, and Microsoft Excel skills

Ability to think tactically, persuade stakeholders, and execute methodically

Understanding of call center environments required

Experience with SQL and SQL server required

Solid Virtual Agent knowledge

CCAI Dialogflow required

Proven ability to identifying issues and recommending solutions to others

Able to exercise independent judgment and act on it

Leadership – Guides stakeholders and groups toward desired outcomes, setting high performance standards and delivering leading quality services

Strategic Analysis – Analytical Review skills and ability to make decisions based on analysis

Strong communication skills – Strong verbal and written communication skills. Ability to ask probing questions and listen to understand and document business needs/issues. Communicates clearly and concisely. Able to develop and deliver formal presentations and lead meetings with management

Problem Solving / Decision Making – Obtaining information and identifying issues and relationships relevant to achieving a goal or vision; committing to a course of action to accomplish a goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values

Customer Focus – Seeks to understand the customer, creates customer-focused practices to prevent issues, and assures customer satisfaction

Continuous Learning – Identifying new areas for learning; creates and takes advantage of learning opportunities; consistently gains knowledge and skill on the job and learning through their application

Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals

Innovation – Views difficult situations and/or problems as opportunities for improvement resulting in innovative solutions while trying different/novel ways to embrace change