Customer Experience Business Analyst at VOLT
233_FOUNTAIN VLY_CA_92708-6031_US — contract
Achieve more with Volt
Volt is immediately hiring for
Customer Experience Business Analyst
in
Fountain Vly, CA
As a
Customer Experience Business Analyst
,
you will:
Engage with various client’s business units including Customer Satisfaction Division, Aftersales Parts Ordering support to understand their needs and work collaboratively to identify and scope a solution to meet those needs.
Engage with client’s and other vendor partners to develop applications to meet the needs of the various business units.
Lead in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. Interact closely with both business stakeholders and technical teams throughout a project’s lifecycle.
Review vendor proposals, estimates, solution designs, requirements responses, delivery plans, and completed deliverables for alignment with approved business requirements. Track vendor dependencies, risks, decisions, commitments, and unresolved items through completion.
Engage with the business to document business requirements, develop the business ROI, get cost assessment, request business approval, prepare project funding requests for IT Steering Committee approval, and work with procurement teams to finalize SOWs and secure funding for approved projects.
Analyze and document Customer Care requirements involving contact routing, IVR/IVA, telephony, agent desktop capabilities, call disposition, transfers, callbacks, messaging, authentication, workforce processe