Implementation Analyst

IVR Technology Group's SaaS voice automation platform is the engagement conduit enabling extraordinary experiences between companies and their customers. In building our culture of high performance, we reward success, encourage creativity, embrace accountability, and provide for personal growth of team members. IVR Technology Group (IVRTG) is a subsidiary business of EngageSmart; a publicly traded company (ESMT).

Mission

The IVRTG Implementation Analyst is a core role focused on designing and building solutions that deliver extraordinary experiences to our customers. They are passionate about using technology for automation and master communicators with big hearts; always acting with high emotional intelligence and intent to passionately serve our customers to build deep, longstanding relationships that continue to increase business results.

The Implementation Analyst delivers Fanatical WOW as they facilitate discovery, solution engineering design, implementation and support processes and will actively collaborate with Engineering, Client Success Managers (CSM) and Sales Team members to foster an amazing implementation experience, and customer growth.

Primary accountabilities include:

• Solution Engineering / Scoping - The IA will work with the CSM and our customers to gather and document application requirements by identifying the problems we need to solve and/or the desired results we need to achieve for the customer, to design the best end-user experience. Throughout this process, the IA will create and maintain the project's Business Requirements Document (BRD) in addition to call / data flow UML diagrams. The BRD and UML diagrams will be used to define the design and scope of work necessary to develop the solution on the Compass Automation Platform.

• Application Development - The IA will work with the Engineering Teams to create and assign the project tasks; utilizing our Compass Studio platform to build applications.

• Testing & QA - The IA will work with internal teams to execute quality assurance processes and facilitate user-acceptance testing (UAT) with the customer. The primary function of this responsibility is to verify that all requirements defined in the BRD have been met and that we achieve customer UAT approval. The IA will create test cases, document results and communicate with all internal and external stakeholders (across departmental teams and the customer) throughout the testing phases.

• Technical Support - The IA will work in a key supporting role with our Engagement Team in ensuring an amazing customer experience post launch. The IA will triage and work to resolve Tier 2 support issues within a Studio application in a timely manner; or escalate accordingly to Engineering and work with internal teams to resolve the issues. The IA will maintain superior communication between all stakeholders throughout the resolution of all issues.

Qualifications & Capabilities (Key Behavior)

The IVRTG Implementation Analyst is a highly resourceful, self-motivated individual with strong organizational and analytical skills; modeling our core values to our customers and our team. The IVRTG Implementation Analyst will exhibit the following qualifications and capabilities:

• 2-5 years experience in a similar role (i.e. Technical Project Manager, Junior Developer, etc.)

• Highly detailed, efficient and productive

• Results oriented, focused

• Excellent customer service skills and a heart to serve

• Demonstrates proficiency in supported systems, demonstrations, presentations

• Demonstrates proficiency in verbal and written communications

• Hard and smart work ethic

• Intelligent and technically-saavy

• Ability to understand and perform SQL and/or Mongo DB queries

• Working knowledge of API/Web Services (primarily RESTful and SOAP)

• Working knowledge of database structures (primary and foreign keys, indices)

• Ability to gather project requirements even when the requirements may not be conspicuous

• Ability to determine the best solution for a problem and understand why auxiliary solutions won't be effective for a given case but how they could be adapted given different circumstances

• Ability to use visual, spoken or written communication to explain business process requirements in both technical and non-technical contexts (experience with UML diagramming

• Working knowledge of coding structures (loops, variables, conditional logic, etc). Not necessarily the ability to write code, but to understand the general concepts. (some Python experience preferred, but not required)

• Demonstrate a strong understanding of project management methodologies and the roles and requirements involved at various phases

• Telecommunications / Telephone / Software development experiences is preferred but not required

IVRTG Core Values

• Be fanatical and passionate in delivering customer WOW

• Growth is contagious (I grow, you grow, we all grow)

• Innovation happens today (preparing for tomorrow, today)

• Consider it done (today's work gets done today)

• High Performance - it's not for everyone (only the best)

Base Compensation Range: $60,000.00 to $75,000.00 annually.

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.