Business Technical Analyst

Job Summary

Optimum is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

The Business Technical Analyst is the go-to resource for providing multi-level support for the Contact Centers, addressing concerns raised via chats, emails, and phone that may have impact to the business operations. Their primary focus will be to ensure the highest level of IT stability for Contact Center functionality by analyzing data, identifying trends, and performing root cause analysis. They will collaborate with various business groups, manage outages and tickets, and serves as the key technical liaison with our business partners to deliver IT requirements that align with our business' needs. The Analyst will also conduct knowledge transfer sessions to other teams, keeping them updated on process enhancements and troubleshooting techniques.

Responsibilities

• Triage concerns brought about by the business and determine if concern is a technical issue or related to customer education. 
• Handle system-wide application issues and vendor outages by managing communications between IT, Contact Center management, and vendors. 
• Utilize ServiceNow ticketing system to manage incidents and requests in order of severity. 
• Monitor and ensure performance of IVR and Chat applications, Contact Center tools, and other Contact Center functionalities. 
• Manage Virtual Call Center opening and closing process based on business operation hours.  
• Develop reports and analyze the data to identify trends in the Contact Centers 
• Ensures that system implementations conform to established company standards and/or industry best practices 
• Develops documentation including operational manuals, run books, procedures, and problem resolutions. 
• Understand and can convey IVR and Chat flows to business and IT teams in a manner that is easily understood. 
• Analyze chat bot interactions, intents, and the associated customer journeys to identify, augment and implement appropriate solution(s) 
• Participates in an on-call rotation to support the business needs 
• Optimize Chat flows to provide a seamless customer experience through the customer interactions 
• Conducts meetings with various groups to drive to root cause and resolve outstanding issues 
• Maintains and creates documentation around vendor contacts, design, and processes. 
• Aides and participates in the onboarding of new business partners 
• Assists in decommissioning of vendors, processes, tools, and reclaiming of licenses 
• Also performs other tasks as assigned
   

Qualifications

• A Bachelor’s degree in Computer Science, or equivalent work experience is required. 
• Knowledge of principles, theories, methods, materials, and equipment used in the design, installation, operation, and maintenance of telecommunications, LAN, and WAN technologies 
• Knowledge of databases and the ability to conduct basic data gathering queries 
• Ability to manage large quantities of data to produce usable business insight and to perform root cause analysis 
• Able to troubleshoot technical problems and critically think through issues with minimal supervision 
• Ability to organize, plan, and resolve incidents with minimal supervision 
• Ability to communicate clearly, concisely, and professionally in verbal and written responses. 
• Strong interpersonal and teamwork skills 
• Ability to perform multiple tasks, and adjust priorities based on workload and direction from management