Lead Process Analyst
Denver, CO

Job Description

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

CenturyLink is looking for a talented professional to fill an open position as a Lead Process Analyst on the Call Center Technology Team. The Call Center Technology Team is responsible for CenturyLink's customer facing call center technologies including ACD platforms, IVR, call recording, analytics, dialer, Afiniti Enhanced Behavioral Routing, Virtual Hold and Work Force Management. The ideal candidate will have strong understanding of premise/cloud based ACD technology, IVR systems, VoIP systems and other technology needed to operate multiple customer call center sites both on and offshore. The candidates will have experience with broad architecture skills in the call center domain with 5+ years of relevant industry experience and a successful track record of delivering complex, high visibility projects and initiatives.Facilitates complex, diverse, and/or technical organizational process/quality improvement activities. Identifies, analyzes, develops, and documents process improvements.

Job Description

* Define requirements, develop system design, partner with IT during development cycles, perform user acceptance testing, provide pre/post-launch support for new call center technology deployments and enhancements


* Establish and execute a communications strategy in partnership with the business and IT sponsors to effectively communicate project related information to team members and engage them in the decision-making process.


* Provide technical architectural support of premise-based and cloud-based call center solutions


* Design and administer AI components of the call center solution


* Research/Evaluate emerging technology (e.g., bot-enabled voice, voice biometrics), champion solutions that provide benefit to the company


* Perform analysis of complex voice process flows, natural language configurations, and results. Leverage findings to drive customer experience and operational efficiency improvements


* Develop roadmap for IVR/contact center functionality


* Identifies process improvement training needs.


* Consults with middle/senior level management on process management and improvement.


* Identifies and makes recommendations for process improvements.


* Provides strong support for the overall management of the reported business unit's quality tools and techniques.


* May be assisted by a team of less experienced process/quality analysts.


* Requires strong communication and presentation skills.



Qualifications

* Minimum of 5 years of experience managing IVR/ACD technologies


* Minimum of 5 years of experience with Natural Language voice user interface design and analytics


* Minimum of 5 years of experience leading the implementation of large, complex projects


* Minimum of 5 years of experience with cloud-based IVR/ACD implementations


* Minimum of 5 year experience with call center solutions that leverage AI


* Virtual Hold design and analytics subject matter expert


* Knowledge of IVR/ACD call center environments


* Knowledge and experience using industry standard project management principles and methodologies delivered using various systems development life cycles.


* Ability to define, manage, and exceed customer expectations.


* Ability to drive large cross-functional teams to produce deliverables as well as individually contribute to work products


* Ability to effectively communicate and build consensus across various project stakeholders including IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.


* Strong written/oral communications skills, analytical and problem-solving abilities, work ethic, sense of urgency.


* Intellectual curiosity and capacity for professional growth


* Consulting level Typically with 6+ years of experience. 4+ with a Master's Degree


* Bachelor's Degree or equivalent education and experience



Education

Bachelors or Equivalent

Alternate Location: US-Arizona-Phoenix; US-Colorado-Denver; US-Kansas-New Century

Requisition # : 206855

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.