Technical Business Analyst
Objective
- Create omnichannel Contact Center/CRM requirements/stories by working closely with our Digital Operations team for telephony, CRM, knowledge management, workforce management, and voice/chat bots.
- Participate and or lead solution discussions/meetings with technical tams
- Builds details/acceptance criteria for technology requirements/stories and acts as an interface with the delivery organization to ensure the right technical outcomes.
- Participates in the implementation as needed and testing of the end-to-end features.
- Participates in the testing feature deployment as needed.
- Builds and masters knowledge of Contact Center technologies such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
- Keeps current on industry changes, participates in organizations directly involved with the Contact Center space and continually works to improve sales techniques and sales knowledge
- Implementation and ongoing support of the CCaaS and CRM platforms.
- Support the conversion of policy conversions onto our strategic life insurance platform.
Basic Qualifications :
- At least 5 years of technical or operational experience in the CCaaS/CRM space
- Experience with Contact Center and/or CRM technologies such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
- Proven experience partnering with technology teams
- Proven ability and/or desire to work as a self-starter
- Familiar on the current manufacturers and technologies in the Contact Center space
- Previous experience working in voice, video, data and/or contact center industry
- Excellent verbal and written communication skills
- Excellent relationship and collaboration skills
- Excellent presentation skills
- Proficient at all Microsoft Office products; Outlook, Word, Excel, Visio, etc.
- Assist with solution development for non-life insurance admin platform enhancements
Preferred Qualifications :
- Experience working in an Analyst position while supporting a CRM implementation
- Previous experience working in a hands-on technical position supporting Contact Center and/or CRM initiatives
- Previous experience managing stakeholder relationships
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
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