Customer Experience Business Analyst

Customer Experience Business Analyst

Achieve more with Volt Volt is immediately hiring for Customer Experience Business Analyst in Fountain Vly, CA As a Customer Experience Business Analyst, you will:

• Engage with various client's business units including Customer Satisfaction Division, Aftersales Parts Ordering support to understand their needs and work collaboratively to identify and scope a solution to meet those needs.
• Engage with client's and other vendor partners to develop applications to meet the needs of the various business units.
• Lead in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. Interact closely with both business stakeholders and technical teams throughout a project's lifecycle.
• Review vendor proposals, estimates, solution designs, requirements responses, delivery plans, and completed deliverables for alignment with approved business requirements. Track vendor dependencies, risks, decisions, commitments, and unresolved items through completion.
• Engage with the business to document business requirements, develop the business ROI, get cost assessment, request business approval, prepare project funding requests for IT Steering Committee approval, and work with procurement teams to finalize SOWs and secure funding for approved projects. Analyze and document Customer Care requirements involving contact routing, IVR/IVA, telephony, agent desktop capabilities, call disposition, transfers, callbacks, messaging, authentication, workforce processes, quality management, reporting, and customer self-service
• Support investigation and resolution of Customer Care system issues by documenting business impact, reproducing reported behavior, gathering examples and evidence, coordinating with internal and vendor technical teams, tracking corrective actions, validating fixes, and communicating status to affected stakeholders.

This is a full-time 12-months contract opportunity. The ideal candidate will have:

• At least five years of experience working with customer systems including and not limited to: customer feedback, contact center, customer service, Part Ordering, and technical support related systems.
• At least five years of project management, program management or vendor/supplier management experience desired.
• Salesforce Service Cloud, Automotive Cloud, or comparable CRM experience
• SQL and data-analysis experience
• Automotive or connected-services experience
• Knowledge-management platform experience
• Agile, Scrum, or hybrid delivery experience

Preferred Qualifications:

• Automotive experience preferred.
• Understanding of IT organizations, their purpose, and the software development life cycle.
• UAT and defect-management experience
• Experience coordinating business, IT, and vendor stakeholders.
• Automotive or connected-services experience.
• Five9 or comparable CCaaS platform experience.

Pay Rate: $42.00 - $45.00per hour
* Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Volt offers benefits (based on eligibility) that include the following: health, dental, vision, term life, short term disability, AD&D, 401(k), Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Volt is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.