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Sr. Business Analyst

Date posted 12/19/2019 Requisition Number: 254393BR Location: United States - North Carolina - Charlotte Area of Interest: Customer Operations Position Type: Full Time
Job Summary:

Serve as a liaison for the Information Technology organization and vendors to provide technical solutions to meet user needs. Analyze all software applications and technologies under the call center technology support portfolio including ASA, CMS, Oracle Database Queries, Nuance IVR Technology Platforms, Telecom Billing systems, ICOMS, CSG, Arterra, Amdocs, Telecom Industry Enterprise Frameworks, OSS/BSS, eTOM and Enterprise Java Platform. Utilize IVR technology to provide self service automation. Implement and maintain a wide-range of telecommunications hardware and software including automated phone systems. Provide in-depth analysis and documentation for all initiatives and projects impacting technology systems within the call center technology portfolio. Use OSS/BSS, eTOM for telecom service providers. Perform advanced automated self-service, agent call routing distribution, Customer Relationship Management and Computer Telephony Integrations, and automated Predictive outbound dialing. Use ICOMS, CSG, Arterra to support billing processes. Utilize database and SQL including Oracle, MySQL to data mine, perform analytics, and inform senior leadership of trends to make informed decisions. Act as point-of-contact for all software systems under the Interactive Voice Response technology development and Avaya telecom teams. Analyze business partner operations to determine opportunities to automate process and functions. Establish specifications and objectives based on business requirements and cost effectiveness. Perform Enterprise Java application architecture and design on web service orchestration, SOA and Microservices. Collaborate with management in systems development and design and provide recommendations to management personnel. Conduct feasibility studies to assess cost and benefits of solutions to business problems. Assist in the development of plans and use associated planning tools including Jira ALM, Atlassian Confluence, Microsoft SharePoint, Microsoft Visio with business partners to align software technology solutions and business roadmaps and timeline strategies. Use PBX Telephony Platforms on Avaya products including Avaya Site Administrator, Avaya Aura Messaging and Communication Manager, and Avaya Experience Portal. Facilitate communication and encourage commitment business units to align solutions with business strategies and assist in the process redesign and documentation for new technology. Manage CRM technologies to help improve business relationships, streamline processes and improve profitability. Use JTAPI, TSAPI to enable interface integration.

Education/Qualifications:

Bachelor’s degree (or foreign equivalent) in Information Technology, Electronics Engineering or a closely related field and 8 years of experience with IVR technology to provide self service automation; using OSS/BSS, eTOM for telecom service providers; using ICOMS, CSG, Arterra to support billing processes; utilizing database and SQL including Oracle, MySQL to data mine, perform analytics, and inform senior leadership of trends to make informed decisions; and performing Enterprise Java application architecture and design on web service orchestration, SOA and Microservices. Must have 4 years of experience using PBX Telephony Platforms on Avaya products including Avaya Site Administrator, Avaya Aura Messaging and Communication Manager, and Avaya Experience Portal; managing CRM technologies to help improve business relationships, streamline processes and improve profitability; and using JTAPI, TSAPI to enable interface integration.



The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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  • Customer Operations, Charlotte, North Carolina, United StatesRemove