Business Systems Analyst - Voice Services, Cash App

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
We connect people. Our customers call the support line in moments of need. These calls can be the difference between paying for a tank of gas or not, paying for groceries or not. These calls deserve an experience that is calm, respectful, supportive, and human. These calls deserve to be heard. Our team makes sure they are. Our Voice Analysts design, build, and maintain the systems that deliver those calls. Work with state-of-the-art technologies to ensure our Advocates can hear the customer, know the customer, support the customer, and be that human experience in a moment of need.

• Act as a voice-solution-thought leader and consultant for the business and engineering partners
• System Development and Implementation: Design, build, and maintain advanced Voice Support systems, primarily on Amazon Connect and integrated with Salesforce Service Cloud.
• Maintain a detailed understanding of business processes supported by the Voice Systems, and proactively represent those processes in solution design.
• Maintain a detailed understanding of Voice business processes, industry best practices, regulations, design patterns, and security considerations. Proactively represent those details in Solution Design.
• Create, Design and Develop Contact Flows, including IVR systems routing and scripting. Utilize Amazon Lex and Lambdas.
• Participate in an on-call rotation to ensure extremely high uptime in supported systems. Own resolution and communications when issues occur within Voice Systems.
• Create and maintain functional and technical systems documentation for projects, designs, customizations, and maintenance actions taken.

Qualifications

• Experience
  
  • 2+ years Experience Administering Amazon Connect or similar VOIP Call Center technology.
  • 1+ years Experience with integration between Call Center technology and Salesforce Service Cloud.
  • Proficiency in scripting and programming related to voice systems, including experience with Amazon Lex and AWS Lambda.
  • Proven ability in designing and implementing complex voice solutions to address challenging business requirements.
  • Strong analytical and problem-solving skills, with a track record of reducing complexity in voice technology environments.
  • BS in Information Systems, Computer Science or other relevant degree; or equivalent work experience.
• Skills
  
  • Ability to successfully work alone, as well as with other members of a team.
  • Excellent verbal and written communication skills are mandatory.
  • Comfortable with ambiguity, and driven to reduce it.
  • Comfort with a fast shifting work environment.
  • AWS Cloud Practitioner certification preferred.
  • Salesforce Administrator certification preferred.

Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $114,200 - USD $139,600
Zone B: USD $108,500 - USD $132,700
Zone C: USD $102,800 - USD $125,600
Zone D: USD $97,100 - USD $118,700
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
US and Canada EEOC Statement
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We've noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @ block.xyz , @ squareup.com , @ tidal.com , or @afterpay.com, @ clearpay.co.uk .
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.