The Operations Business Analyst Contact Center/IVR role is crucial to the need for creating and maintaining documentation of business processes, relevant process control points, internal and external reporting, and gap/needs analysis from an end-to-end perspective. Additionally, this role acts as a liaison between Operations, Information Technology, Account Management, Regulatory and Government Affairs and the Carrier. The ultimate objective of this role is to ensure seamless and sound business processes along with any necessary control processes are in place and are documented. The Analyst will participate in meetings with both Technology and Business Partners to facilitate the understanding, clarification, and implementation of the business processes and controls. The Analyst will engage with Carrier and provide analytical output. The Business Analyst for Contact Center Technology will be responsible for Business ownership of the key systems/tools supporting member interaction with the Contact Center with a focus on IVR and Chat. This position will monitor trends and help to facilitate escalations on potential issues with all key Stakeholders including Ops, AE/AM, Clients and IT.

　　Partner with IT on system design efforts and project life cycle Utilize all available reporting tools and feedback methods to analyze success and opportunities for improvement of systems design. Establish structured communication vehicles to gain input from Carriers/AE/AM's Maintain knowledge of best practices within the industry as well as regulatory updates Ensure roadmaps are aligned with MIE framework and strategy Work with training to develop materials/programs for roll-out of MIE functionality Assist and support with QA test scenarios Own & manage UAT process and results for change control and operational readiness Manage business operations readiness, stakeholder and deployment activities for implementations Measure and monitor success against assumed goals and ROI targets during post deployment Conduct direct feedback sessions on site to include side-by-sides, site calls, remote monitoring during warranty and post deployment periods Assist with any requirements gaps, break fixes, issues during post deployment periods Establish leadership cadence and structure with AGS/AM on client communication

　　Bachelor's degree or equivalent combination of education and experience. 2 years of experience as a team member on process-oriented projects in highly complex business-to-business and/or outsourced client environments Building, writing and executing functional and regression testing preferred Must be able to translate specifications from internal business customers to technical teams including cost and benefit analysis in some instances.