Aspect Workforce Management Analyst

49843- ASPECT WORKFORCE MANAGEMENT ANALYST

NORTH CA OR SOUTH CA

POSITION TYPE: W2

CONTACT DURATION: 10MONTHS + (STRONG POSSIBILITY OF EXTENSION)

EDUCATION: BACHELOR'S DEGREE

* Position can be in NorCal or SoCal they can work remotely from either location*

.* Aspect Workforce management is preferred experience with other Workforce systems is required.

Purpose and Description:
Business Process Manager- Telephony Auxiliary Track-
The Business Process Manager is responsible for understanding requirements and then ensuring on-time delivery of the solution while maintaining enterprise alignment. The position is responsible for working with IT and the 3rd Party vendor to deliver design that meets business expectations. Need to have some infrastructure background to understand all the various facets that are being considered for the solutions to be implemented. Having a telephony background where the candidate has experience configuring Aspect and knowledge of skills based routing is required.
Candidate will need to have a history of performing in the delivery of complex technical projects. The ability to exercise leadership and direction with demonstrated capability to effectively communicate verbally and in writing to all levels is critical. This role will be in a heavy partnership with several other team members on the project due to significant inter-relationships between the various technical components involved in this project.
Partner with IT and Vendor to implement IVR component of the Contact Center Strategy Telephony Infrastructure solution. Includes but not limited to:
Serve as the business interface and primary point of contact for Auxiliary components including:
o Aspect Workforce management Preferred
oNICE Quality Assurance
oIntradiem
oBack end interfaces
oWorking knowledge of Genesys
Contribute in discovery/design solutions meetings
Assess impacts of potential design/system constraints on requirements and obtain approval from impacted business owners when necessary
Post-implementation monitoring

Basic Qualifications-
Must have at least 5 recent years experience with Workforce systems
5 years minimum experience with contact center business and/or IT support.
Supports the design process, implementation of Aspect and related components.
Target desired business capabilities and work closely with the business to determine how Aspect and other applicable components can be leveraged tactically and strategically. Provide subject matter expertise around Aspect configuration and clear understanding of how related components such as skills based routing work together.
Review and advise on high-level design decisions to ensure proper integration of new solutions into the enterprise.
Understand how business processes are performed and identify problems, challenges and improvement opportunities.
Develop business process design solutions to support improvement and the alignment with strategic goals and tactical business metrics.
Analyze the development of proposed change impacts to business users and technology applications.
Support change management activities as needed
Must have the capacity to be decisive and flexible
Demonstrated IT and business acumen in a complex infrastructure environment
Ability to manage multiple, complex projects and drive to completion
Ability to meet goals and to attain the desired results under time pressure and in a fast changing environment
Excellent communications and presentation skills to be able to inform and persuade
Competency with Microsoft Office Suite of products (Word, Excel, PowerPoint, Visio, Project)
Ability to travel up to 75%
4-year degree (preferred) in related field or 4 additional years of equivalent work experience

Preferred Qualifications-
Healthcare/Pharmacy industry experience
Genesys Voice Portal experience
Contact Center Operations