Director, Infrastructure (Contact Center Business Analyst)

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

*For Pooling Purposes*

We're looking for a detail oriented and analytical Director, Infrastructure (Contact Center Business Analyst) to join our team. In this role, you will serve as a critical bridge between business stakeholders and technical teams, analyzing complex business requirements and translating them into effective system integration solutions. You will play a key role in optimizing data connectivity, improving business processes, and ensuring seamless communication across enterprise applications.

- Working closely with customers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions.
- Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.
- Designing the IVR caller experience for DTMF and speech-enabled applications.
- Creating and designing effective speech user interface designs including call flow, dialogs, functional logic, prompts, and define grammars to match the established requirements.
- Partnering with the Development team to drive successful implementation of IVR design specifications.
- Resolving any implementation issues that affect the design and overall IVR experience.
- Designing post IVR call routing flows.
- Analyzing the performance of the user interface with regards to metrics and caller experience, recommending specific changes to improve Client satisfaction and transaction completion.
- Acting as a subject-matter expert in the Contact Center Domain for our technology solutions (IVR, Conversational AI, Routing, SMS, Chat, Outbound, Recording, etc.

Requirements

More than 5 years’ industry experience in IVR Voice User Interface design of conversational speech recognition applications and self-service solutions; Well-rounded experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, Chat, Conversational Bots, CTI, Interaction Routing, Outbound, Workforce Management, and Call Recording.; Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help; Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles; Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and chat interactions; Experience in designing both call steering and self-serve applications; Strong analytical and problem-solving skills with the ability to break down complex business challenges; Excellent written and verbal communication skills with strong interpersonal abilities; Proficiency in creating detailed documentation, process flows, and technical specifications; Ability to work collaboratively in cross-functional teams and manage multiple priorities; Strong organizational skills and attention to detail