Confidential
Confidential
Raleigh, NC
Full-time
Administration / Clerical
Posted on February 3, 2019
SR. CTI BUSINESS ANALYST sought by Pearson Education, Inc., in Morrisville, NC. 40 hrs./wk. Duties: Work with Business to identify and prioritize CTI requirements; Conduct internal client assessments which includes as-is, to-be, gap analysis phased technology plans, project plans and audit documentation; Work with wider Pearson Technology group to identify options for meeting technology requirements, and identify the cost, benefit and impact of each option; Own functional CTI architecture for each customer contact hub as part of the wider Customer Contact Transformation solution; Work with external contact center vendors to and be the point-of-contact for all business and technology related inquiries from the external contact center vendors; Support the strategic transformation toward more web self-service support; Support the development of the telephony strategy and provisioning of phone numbers; Support the creation of a technology testing plan for each functional deployment.
Min. Requirements: Bachelor Degree in Electronics Engineering or foreign equivalent together with 5 years of CRM and IT experience. 3 years of experience is required with CTI/Contact Center and Salesforce CRM. Certification required in the following: PMI-PMP (Project Management). Reply with resume to: Adithya Connerton, NCS Pearson, Inc., 5601 Green Valley Dr, Bloomington, MN, 55437.