Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:The Business Analyst Lead (Guided Workflow Designer) needs a detail-oriented and analytical Scripting Specialist to design and implement guided workflows similar to those in Ivinex or other CRM/scripting platforms. The ideal candidate will have strong technical scripting skills, business process understanding, and the ability to translate complex user interactions into clear, automated workflows.
Healthcare industry experience in the USA is highly desirable, as this role will involve working closely with operations teams and clients to optimize customer engagement solutions.
Essential Duties & Responsibilities:
· Design, develop, and maintain guided workflows for CRM or customer interaction management platforms.
· Translate business requirements and user interactions into efficient and intuitive scripted workflows.
· Collaborate with stakeholders to analyze workflow logic, identify improvement opportunities, and ensure usability.
· Test and refine workflows to ensure smooth operation and error handling.
· Document workflow designs, logic, and user guides.
· Support integration of workflows with CRM systems and other tools as needed.
· Leverage analytics to optimize workflow effectiveness and user experience.
Required Skills and Experience:
· Proven experience scripting or designing guided workflows in CRM or equivalent platforms (e.g., Ivinex, Salesforce, Zendesk).
· Knowledge of reporting and analytics platforms like Power BI & MS Excel
· Strong analytical and problem-solving skills with experience in business process analysis.
· Familiarity with workflow automation tools, conditional logic, and scripting languages used in CRM platforms.
· Excellent communication skills to collaborate with technical and non-technical users.
· Strong follow-up and communication abilities to interact with the WellCare Client
· Knowledge of healthcare industry workflows, terminology, and compliance (HIPAA) in the USA is a significant plus.
· Ability to work independently and manage priorities effectively.
· Ability to manage multiple priorities and deadlines in a fast-paced environment.
Position Requirements:
· 5-7 years of experience in implementing and supporting CRM and guided scripting platforms.
· Experience working in or with healthcare organizations, especially in the US market.
· Background in healthcare IT, customer service, or patient engagement systems.
· Understanding of CRM architectures and integration points.
· Understanding and prior experience of leading CCaaS platforms (Avaya, Five9, Bright Pattern) will be an added advantage.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
