System Analyst

Eastlink•Halifax, NS

2d•Onsite

About The Position

The Customer Technology department, a key part of Information Technology (IT), focuses on evaluating both potential and existing applications and software. Their primary goal is to implement technical solutions that enhance customer experience while simultaneously delivering cost savings and value to the organization. This position is accountable for the administration, maintenance and analysis of all Contact center technology, systems and applications including but not limited to IVR, ACD, inbound and outbound campaigns, Click to Chat, AI powered tools, Reporting Platforms, Workforce management and call recording software.

Requirements

Diploma or undergraduate degree in Information Technology / Computer Science, Engineering Technologies, Sciences, or related field.
2 years of relevant experience with: Object oriented programming
Application maintenance

Nice To Haves

Preferred graduate certificate in IT Programming for Artificial Intelligence (AI)
Knowledge of contact center procedures would be an asset

Responsibilities

Support the routing of Voice, Chat, SMS, email, and AI bot interactions by planning, designing, and implementing interaction call flow maps, application scripting, menu design, and customer messaging on the Contact center solution for Customer care and any other departments using the IVR system
Analyze and tune performance of AI powered customer facing tools and agent assist tools to ensure optimal performance
Develop, design, and create skills-based routing and call control tables for all applications within the ACD including Customer Care, AR and other corporate departments using the ACD.
Assist operational contact center staff and triaging and addressing individual agent issues with PCs and logins as required, and coordinating with IT on resolutions
Manage and maintain call recording and analytics applications to ensure it meets operational needs
Monitor up time and support restoration of all Customer Care technology applications, and coordinate and support outage management activity for all Customer Care technology, and act as the first point of contact for any system issues within the contact center and any other departments sharing the technology
Work with other departments including corporate IT, Telephone Network operations or the NOC as needed to resolve technology issues and restore customer care technology
Administer user profiles within all Contact center technology and assist, as needed, other departments to do the same.
Work with application vendors, IT, and engineering to apply patches and perform upgrades to Contact center applications as needed by the business or recommended by the vendor
Ensure all contact center technology system and process documentation is created and kept current