Healthcare Business Solutions Analyst (Telecom Console Operations Project) Consultant

posted on July 22, 2019

Job Description

Location: New York, NY

Duration: 6+ Months

Functional responsibilities include:

  • Under the direction of the Project Manager will conduct the following activities.
  • Interview local managers and call-handling associates.
  • Transcribe the current processes including lead managers’ processes and metrics.
  • Include a traceability and create use cases, test scripts and facilitate the User Acceptance Testing for business acceptance of the entire platform.
  • Understand and contribute as a project team member with regards to the contact center Cisco solution including IVR call flows, speech recognition, voice and screen recording, workforce management, screen pops, softphone and reporting.
  • Support IT and staff readiness to provide the appropriate end-user training.
  • Serves as liaison with vendors and IT regarding go-live requirements.
  • Develop policies and procedures for go-live implementation

Qualifications / Required Skill:

  • Communication Skills: This position requires strong writing and reading comprehension skills as well as excellent business etiquette.
  • Computer Skills: Excellent computer skills, including comfort with to Microsoft applications including PowerPoint, Excel, Word, and Outlook and willingness to learn new customer relations and information management systems.
  • Bachelor’s degree or correlated experience.
  • 5+ years; experience with project management practices and processes.
  • The ideal candidate has extensive experience in customer facing roles.
  • Telecom knowledge and experience nice to have.


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