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If you are passionate about call management and telephony solutions you have found the right team.
As a Business Analysis Associate within the Payments Solution Center, you will work closely with Client Services and Implementation managers to translate business requirements into call routing / Telephony solutions. You will engage in active situations and follow through communication(s) to senior leadership on high severity/high impact incidents. You will also be responsible to maintain all documents regarding routing and interactive voice response (IVR) design and will be the lead of submitting daily routing requests on behalf of the business.
Job Responsibilities
- Possess a working knowledge of supported Contact Center Telephony software/ hardware, including call routing, IVR and (Computer Telephony Integration) CTI.
- Act as primary conduit for new service requests and be a primary point person for pipeline management of active requests.
- Understanding and apply all Disaster Recovery and mitigation plans to assist in the implementation of any fixes or mitigation strategies as needed.
- Interacts with Call Center Leadership team to prioritize business requirements.
- Act as liaison for the Client Service and Implementation team and GTI, ECCS, Corporate and Investment Banking Technology and call center vendors to resolve customer service impacts and concerns that are aligned with the existing Telephony infrastructure.
- Interact with product IVR team and project management on large scale projects to see them through and including documentation to assist the agents/managers with changes or implementations.
Required Qualifications, Skills and Capabilities
- 2+ years experience working in a call center environment
- 2+ years experience supporting ACD call routing and IVR platforms from a business perspective
- Working knowledge of the Genesys Contact Center platform
- Proven ability to translate business requirements into telephony solutions
- Participate in testing functions including building test cases and plans, executing test and reporting results
- Proficient in Microsoft office including Visio with the ability to develop current and future state process flow diagrams and related process documentation
- Ability to analyze data to determine routing opportunities or issues
- Organizational skills with the ability to multi-task
- Detail-oriented
- Issue resolution
- Excellent oral and written communication
Work Schedule
- This hybrid role requires going into the office three days a week with two days flexibility to work from home; subject to change
This role is not eligible for H1B or Sponsorship
ABOUT USWe offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
