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Sr. Business Systems Analyst – Conversational IVR


This is a Contract position in Ottawa, ON posted July 16, 2021.

Company Overview Tell us your story.

Don’t go unnoticed.

Explain why you’re a winning candidate.

Think ”TD” if you crave meaningful work and embrace change like we do.

We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive.

Carve out a career for yourself.

Grow with us.

Here’s our story: Department Overview Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organizations across all lines of business at TD, in Canada and in the US.

As TD is planning the design and deployment of the next wave of technologies advancements in this field, the organization is looking for exceptional professionals to join the new program team that will lead this technology and business transformation.

You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, developers, testers and application specialists from the bank and our partners Job Description Plan Elicit Analyze Document Communicate Manage system requirements Work with technology partners (e.g.

Solution Designers and Architects) to research and analyze current state system capabilities and define technology solutions options and recommendations.

Define, document and translate business requirements into detailed functional specifications, considering non-functional requirements.

Assist testing teams in translating requirements and use cases into test conditions and expected results for product, performance, user acceptance, and operational acceptance testing.

Contribute to project management activities such as: scoping and estimating project efforts, identifying risks and recommending mitigation measures, communicating activity status, as well as escalating and communicating possible issues.

Participate in quality management reviews, including designs, prototypes and other requirements work products.

Work closely with stakeholders to determine solutions, assess impact to existing work processes and systems, and pinpoint how to manage integration.

Provide operational and process-related analysis and support.

Respect existing processes and standards including requirements management and project management disciplines, technology delivery and business technology architecture, escalating issues as needed.

Gain knowledge in own area, stay abreast of technology trends and developments, develop expertise in TD services, applications, infrastructure, analytical tools and techniques, business domains and their products and services.

Work with vendors to support business case development (consistent with technology requirements and guidelines) including benefits identification, RFI/RFP and service level agreements.

Develop, implement, support and improve solutions/processes that maximize system availability, efficiency/ effectiveness and minimize/prevent problems/ issues Requirements Undergraduate Degree or Technical Certificate (Graduate degree preferred) 5 years of experience with a proven track record of requirements gathering (functional, non-functional and technical) for technology implementations in Contact Center domain An understanding of workflow based logic and the ability to both understand a business process from a workflow diagram, and to illustrate a written process description as a workflow diagram Commitment to applying advanced to expert knowledge of business technology delivery practices and standards and related expertise, including design, development, testing and project management.

Advanced to expert knowledge of system analysis process and techniques, as well as system components, functionality, interfaces, data flows and business rules.

In depth knowledge of Telephony platforms (Genesys, Cisco), IVR, Genesys PureEngage, Google Dialogflow, Speech Recognition, Text-to-Speech applications, PBX integration, ACD, Skill Routing, NLU and CTI for Agent desktop Conversational IVR experience is a plus Working knowledge of AWS, Google Cloud and Microsoft Azure.

Familiarity with tools like JIRA, Cyara and Confluence Banking / financial industry experience Strong verbal and written communication skills are essential Self-motivated team player with high energy and ability to work independently as well as within a team Hands-on experience with various SDLC including waterfall, agile and extreme methodologies Experience and comfort level acting as a subject matter expert and consultant.

Additional Information Join in on what others in TD Technology Solutions are doing: Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

Learn voraciously, stretch your thinking, Hours 37.5 Inclusiveness At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.