AT&T Management Information(MI) Specialist (Government) in Baltimore, Maryland
Our Federal client is seeking a Business Analyst to provide consulting and analysis support for an 8000 seat Multi-Channel Contact Center. The successful candidate will possess strong working knowledge and experience with the following platforms:
Enterprise, Multi-site ACDs (Cisco Unified Contact Center Enterprise (UCCE) preferred)
Speech enabled Interactive Voice Response (IVR) systems
Verint Impact 360 Product Suite (or similar Workforce Optimization Suite)
Business Intelligence (BI) Tools (e.g. ‘SAP Business Objects’, ‘Oracle Hyperion, etc.)
Informix, Oracle and SQL Database Platforms
Successful candidate will be experienced with the use of SQL and Data Analytics to design and build repeatable or adhoc queries and reports; deploying macros and automating reports for other users to run across the Enterprise population of report users.
Successful candidate will also have strong working knowledge with the following Microsoft applications: Access, Excel, PowerPoint, Word, Project, and Visio.
The candidate must be able to work independently with brief informal direction and minimal guidance. Candidate must be able to identify: critical data fields, custom report requirements, determine and develop appropriate report styles, and required SQL/logical and data elements. Candidate must be able to develop moderate to complex query logic and SQL statements, connect to various ODBC data source(s), retrieve data with SQL, automate the running of reports, manually run and prepare the report. The candidate should be able to export macros, queries and report formats for others to use. Additionally, the candidate must be able to incorporate the reports in various MS products to publish or enhance the appearance of reports, to include MS Word, Excel, Access, and Power Point.
The candidate will support various contact center analytics functions to monitor and track overall contact center performance.
Ability to maintain performance level under varying degrees of pressure and uncertainty and to effectively deal with situations for which few or no guidelines exist. Proven flexibility (attempts alternate solutions to resolve issues, and seamlessly adjusts to a dynamic, changing business environment.) Team Player with good organizational and planning skills. Ability to work within a team environment and engage in group activities. Demonstrated ability to use and apply analytical and problem solving skills. Ability to resolve problems in a timely fashion. Demonstrated ability to successfully multi-task.
Bachelor's or Master's degree in Telecommunications, Computer Systems, Computer Systems Engineering, Computer Engineering Technology, Computer Information Systems, or related field is preferred.
Required Work Experience:
Requires at least 8 years of related experience in the use of Analytics, business intelligence Tools, reporting and analysis in a contact center environment. Candidate should have experience with connecting reports to various data sources. Experience with pulling data from Cisco Unified Communications and Cisco Unified Contact Center Manager would be a requirement. Experience with publishing reports to Dashboards, SharePoint or the other Web base products would be a plus.
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for Federal contractors. Must be a US Citizen or Resident Alien
Standard business work environment. After hours availability for communication and escalation is required. On-call availability and flexibility to work on a varied shift rotation is expected. The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V