* The main function of an Business Analyst is to formulate and apply mathematical modeling and interpret information that assists management with decision making, policy formation, or other managerial functions. A typical Business Analyst is responsible for collecting and analyzing data and developing decision support software.
* Formulate mathematical or simulation models of problems, relating constants and variables, restrictions, alternatives, conflicting objectives and their numerical parameters.
* Analyze information obtained from management to conceptualize and define operational problems.
* Perform validation and testing of models to ensure adequacy and reformulate models as necessary.
* Define data requirements and gather and validate information, applying judgment and statistical tests.
* Focused on creating the best caller experiences and increasing self-service opportunities by leveraging natural language technology, the analyst serves as a bridge/translator between various teams, including the business, operations, IT, and external vendors. Works collaboratively with design, development, QA, and production support staff to ensure business and functional requirements are properly documented, tested, piloted and executed.
* Preferred Qualifications: Fluency or near-fluency in Spanish. Experience with large-scale contact center operations, voice technology (IVR, CTI, ACD/PBX, CRM), and natural language processing. Knowledge of technical design processes and models.
* Proficiency with Agile and continuous improvement methodologies (Lean Six Sigma).
* Mastery in using analytical skills, tools and techniques to investigate information, draw conclusions, and validate that requirements have been met.
* Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
* Capable of working with virtual teams, working independently with minimal supervision, and collaborating in multi-disciplinary teams.
* Familiarity with audio engineering and editing or working in a recording studio.
* The teams' primary responsibility is the automation and routing of inbound calls to retail sites and centralized call centers - day-to-day includes completing routing service request. Additionally, this BA will be responsible for new demand intake: gathering business requirements and writing user stories, writing UAT test plans / testing new call flows, and communicating with stakeholders.
Qualifications:
* Bachelor's degree in a technical field such as computer science, computer engineering, statistics, mathematics or related field required. MBA or other related advanced degree preferred
* 10+ years experience required
* Experience in operations research, mathematics, probability, statistics, mathematical logic, or data modeling
* Basic knowledge of business and management principles involved in strategic planning and resource allocation
* Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills
* Basic ability to work independently and manage ones time
* TOP must-have skills:
o Experience collecting business requirements and drafting related documentation
o Familiarity with Agile Scrum methodology
o Experience with phone systems
* Best candidate will have worked on large scale contact center technology project previously.
* Experience with Natural Language Processing a plus
* Top Nice-to-Have skills
o Spanish speaker
o Jira and Teams familiarity
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.