Sr Systems Analyst

COMPANY OVERVIEW:

Since 1918, it has been TIAA's mission to serve, our ability to perform and the values we embrace that make us a different kind of financial services organization. We're dedicated to serving the financial needs of those in the academic, medical, cultural, governmental and research fields, and committed to helping make lifetime financial well-being possible for them.

By building a culture that allows all employees to contribute their unique talents and skills, we're able to provide our customers with fresh ideas and distinct perspectives to help them achieve their goals. We believe a diverse and inclusive workforce is one of our greatest strengths and a key measure of our success*.

For more information about TIAA, visit our website.

POSITION SUMMARY:

Provides full life cycle analysis, development, support and complex problem resolution that meets customer requirements and SLAs for Telephony platform. Possesses a working knowledge of end-to-end business and IT processes related to Telephony Call Center and IVR platforms. Work as part of Telephony support team with other technology leaders, development staff and technical/business analysts to create technical solutions. Communicate progress, technical issues, and issue resolution.

KEY RESPONSIBILITIES AND DUTIES:

  • Support successful implementation of Telephony Call Center projects and timely service in both On-Premise and Cloud platforms
  • Support successful transition of Call Centers from On-Premise to Cloud platforms
  • Create Detailed Dialog Specification (DDS) and Call Flow design documents
  • Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs
  • Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
  • Create User Stories and manage Product Backlog for agile delivery methodology
  • Deliver end to end application solution components on time and within budget that meet the stated business needs , and conform to IT methodologies and Data Management practices
  • Create Project Documentation / SOX artifacts that meet SDLC standards
  • Create robust, high quality technical solutions for business and technology customers
  • Align the needs of business units with the capabilities of IT
  • Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing
  • Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts
  • Performs application and technical problem solving including advice, guidance and mentoring to staff
  • Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results
  • Create and execute implementation plan for technical deliverables as well as providing production support
  • Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved
  • Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives
  • Create and modify technical processes, designs, and solutions as required
  • Identify and support resolution of risks that could impact ability to deliver results within the stated objectives
  • Understand and manage the effect of change (regulatory, market or TIAA-CREF internal) on business processes, IT solutions and tools
  • Ability to lead multi-deliverable technical efforts

QUALIFICATIONS:


Required Qualifications:

  • 5 - 7 years of experience with Telephony On-Premise and / or Cloud platforms
  • 5 - 7 years Data Analytics / Operational Reporting - Tableau, SQL, Excel
  • 5-7 years of experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco
  • 1-5 years of experience System Analyst experience with Genesys IVR, Call Routing, Call Recording, WFM and Operational Reporting
Preferred Qualifications:
  • 5-7 years of experience with Nuance - Natural Language Understand (NLU), Speech Recognition
  • 1 year experience with Agile and Kanban project delivery methodologies
  • 1 year experience with validating telephony data and voice network architecture diagrams
  • Performs tasks executing and modifying processes, plans and design when needed
  • Full ownership for one or more processes, procedures or products.



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This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as 'protected characteristics').


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