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Telus

Senior Business Systems Analyst Automated Client Experience (ACX) Team

Location
Vancouver, BC
Details
Full Time
An hour ago

Join our team

We're a customer-driven and product-minded team within TELUS, responsible for key Artificial Intelligence initiatives, specifically building and developing Voice and Chatbot solutions.

Our Automated Client Experience (ACX) team includes a passionate group of strategists, developers, analysts, product managers, product owners, project managers, systems analysts, and other technology experts.

Here's the impact you'll make and what we'll accomplish together

As a Sr. Business Systems Analyst, you will be providing support to various stakeholder groups within TELUS, implementing new automated experiences for our customers while driving value for our business through improvements in our Voice (IVR) and Chat Bots. You will also work closely with our Product Owners and our stakeholders to identify new innovative solutions that optimize existing functionality and drive operational efficiencies. Collectively, the passion and energy we have will enable us to transform highly complex technologies into great automated experiences for our team members, internal and external customers.

Here's how
    •Providing an outside-in view to help the team evolve.
    •Demonstrate passion to learn quickly and adapt to new technologies.
    •Approach design problems with a user-centered design methodology.
    •Discover and analyze business requirements being the advocate for the customer while also understanding existing technology capabilities.
    •Develop application architecture design for high complexity projects, with emphasis on technical architecture and implement solutions.
    •Participate in the review of detailed design specifications, test plans and user documentation for functional and technical completeness and accuracy.
    •Bring creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment.
    •Developing functional specifications, design documents, call flows and conversational experiences,including the capability to design alternative solutions, and evaluating them to choose the best approach.
    •Meet and collaborate with customers, users, and development partners to validate conceptual designs
    •Conducting ongoing proactive analysis of our virtual assistant quality and productivity performance
    •Creating, grooming and maintaining the product backlog, updating it on an ongoing basis following changes in business priorities


Qualifications:


You're the missing piece of the puzzle if you have
    •Experience with call center technology, Virtual Assistants and conversational voice and chat designs
    •A mindset for establishing high quality user and customer experiences
    •Proficient in creating requirements analysis documentation and translating them for your business partners, technical teams and other stakeholders
    •Experience with using JIRA and Asana for agile delivery
    •A reputation as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely
    •Are known for your strong analytical, creative thinking, decision making skills and have the ability to think outside the box to drive continuous improvement
    •Valued for project management skills with a focus on quality and risk mitigation
    •Superior conceptual, analytical, and problem solving skills with the ability to strategize and interpret business objectives. Knowledge of telecommunications and contact centre technologies, services or products
    •Familiarity / certification with agile methodology (SAFe, Scrum Alliance)
    •Proven history of excelling in a team-based, collaborative environment
    •Capable and willing to learn, and someone who proactively researches new tech and recommends solutions to business challenges

Great-to-haves
    •A knack for continually improving processes and practices
    •A positive, collaborative and friendly attitude
    •The understanding required to quickly learn new technology and applications
    •Previous experience with Genesys voice platform, Interactive Voice and Chat Virtual Assistants, Google Voice Platform, Google DialogFlow Interface and call routing protocols
    •Database script development leveraging your SQL experience
    •Data analysis and measurements, the ability to leverage data to identify opportunities and optimize experiences

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
Category
Information Technology