• Performs business-oriented analysis using software for implementation of our client's solution in cross channel customer experience (ie IVR, CTI, Agent Desktop, Chat, Email, and Web) deployments.
• Develops key business-relevant findings for customer and be capable of developing communication strategies and presentations. Designs customer experiences to effectively transfer knowledge of those findings.
• Identifies business objectives and priorities of customer business and application(s) and translates them into analysis strategies and solutions.
• Prepares and presents executive level presentations (PowerPoint decks), communicating business relevance of the analysis performed and recommendation on solutions.
• Performs situational assessments and client interviews to understand business context of customer's applications, processes and environments.
• Able to direct the work of other customer analyst resources.
• Capable of coordinating engineering efforts with analysis needs
• Balance, prioritize, manage, and communicate workload in order to be successful
• Capable of conducting client training in both workshop format and via team-level interactions. Ability to develop the appropriate level of training material according to client needs.
• Work with project manager to ensure all activities of client communication and hosting activities are effectively managed (SaaS hosting, change management, data delivery and integrity.)
• Prepare for and participate in client operational and business based quarterly review meetings.

The successful applicant will possess the following requirements (items are required unless noted otherwise):

• Minimum 3-5 years experience; Bachelor's Degree minimum
• Ability to demonstrate direct or indirect leadership experience through previously held position
• Experience with Executive level interactions
• Highly proficient with the use of Microsoft Excel
• Excellent presentation, writing and interpersonal skills
• Strong problem identification and analytical skills
• Exceptional critical thinking skills, including the ability to quickly assimilate new information
• Understands how technology translates into business solutions
• Ability to demonstrate Project Management methodology knowledge or have prior experience
• Prior experience with process decomposition and process improvements
• Some expertise in the Telecommunications Industry, wireless/broadband business, and the key challenges faced
• Experience in contact center or customer experience fields is a plus
• Experience with IVR, ICM, ACD, or call center routing equipment is a plus
• Experience with web design or web performance analytics is a plus
• Data modelling or data administration background is a plus