Texas Department of Motor Vehicles · 10 hours ago
CRD Analyst
Austin, TX
Full-time
Onsite
Mid Level
$5,866.33/mo - $5,866.33/mo
3+ years expThe Texas Department of Motor Vehicles is seeking a CRD Analyst to perform complex business and systems analysis for the Consumer Relations Division. The role involves optimizing contact center operations and serving as the primary liaison for system enhancements and business requirements.
AutomotiveGovernmentNon ProfitTransportation
Responsibilities
Provide advanced analysis of contact center operational needs, Genesys Cloud functionality, reporting requirements, and modernization opportunities
Serve as CRD’s primary business administrator for Genesys Cloud, including IVR, design, call routing, queue configuration, user role management, feature testing, and optimization
Develop and maintain operational dashboards to support the division’s key performance indicators (KPIs) and provide accurate performance metrics to justify staffing, technology investments, and operational changes
Prepares and presents reports, documentation, and recommendations to management and stakeholders, ensuring alignment, accountability, and shared understanding across teams
Work with the business to identify business-related requirements and process workflows
Ensure the scope and desired results of business analysis deliverables are clearly understood by management, stakeholders, and team members
Identifies potential risks likely to affect operations; explains causes and measures impact on resources, and designs strategies to mitigate or avoid them
Coordinates and/or participates in user acceptance testing and testing of new system functionality
Conducts tests and inspections of services or processes to evaluate quality or performance
Lead CRD’s train-the-trainer efforts for new Genesys features, releases, and system enhancements
May travel up to 15% of the time. Involves overnight travel. Travels by plane and/or car
May require working extended hours and some evenings and weekends, as needed
Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures
Perform other job-related duties as assigned
Qualification
Required
Graduation from an accredited four-year college or university with major coursework in Business Administration, Computer Science, Management Information Systems, or a related field
Minimum of three (3) years' experience planning, eliciting, developing, testing, documenting, managing, or modeling business requirements
A valid Class 'C' driver's license is required
If not currently a Texas resident, must obtain a Texas Driver's License within 90 days after entering Texas as a new resident
A satisfactory driving record is required for operating state or personal vehicles to conduct department business
Proof of education and experience listed on the application
Eligibility to work in the United States
Satisfactory results from a pre-employment criminal history background check and driver's record check
Compliance with Selective Service registration for males ages 18-25
Preferred
Experience with contact/call center software/platforms
Experience in data analysis, research, compilation, and presenting findings
Benefits
Retirement Plan
Paid Group Health & Life Insurance for employees
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Longevity Pay
Dental
Vision
Dependent Optional Life Insurance
Voluntary AD&D Insurance
Dependent Health & Life Insurance
Health & Dependent care flexible spending accounts
Tuition Assistance Program
Company
Texas Department of Motor Vehicles
The Texas Department of Motor Vehicles (TxDMV) is a dynamic state agency dedicated to customer service, consumer protection and the success of motor vehicle-related industries.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Glenna Bowman
Chief Financial Officer
Wendy Barron
Chief Information Officer
Company data provided by crunchbase