ICM Scripting Analyst

Description

Cognizant Technology Solutions is looking for an

ICM Scripting Analyst

Duration: Full Time only - "Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)."

The annual salary for this position is between $[120,000- 140,000] depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Job Description and Qualifications include:

Roles and Responsibilities:

Purpose of Job:

Design system requirements for Service Center routing initiatives.• Translate business requirements into detailed system requirements for ICM, PBX, IVR, and Carrier systems.• Support infrastructure upgrades, patches, and load tests in terms of testing, monitoring, and reporting.• Review all technical team deliverables for completeness and quality to ensure that all business goals will be achieved.• Participate in call routing optimization from cost and quality perspectives• Assist in development of project implementation timelines.• Project management of call routing initiatives

• Code ICM system based upon defined business requirements

• Code all necessary components of the ICM system.• Develop appropriate call scripting to ensure business goals are met.• Build administrative functionality within ICM system such as hours of operation, holiday call handling, business continuity/emergency routing, etc.

Develop and execute test plans for call routing initiatives.• Write all necessary test cases to ensure system development completeness and quality.• Develop and execute User Acceptance Testing plan for call routing initiatives• Provide ICM scripting/configuration support, as required.

SQL Query Support• Create and run SQL queries for both simple and complex reporting requirement and summarize data in Excel pivot table format.

Qualifications

Technical Skills

SNo

Primary Skill

Proficiency Level *

Rqrd./Dsrd.

1

IVR

PL1

Required

2

Genesys Web Engagement

PL1

Required

3

Genesys Voice Portal

PL1

Required

Domain Skills

SNo

Primary Skill

Proficiency Level *

Rqrd./Dsrd.

1

Claims

NA

Required

2

Medicare & Medicaid Claims

NA

Required

* Proficiency Legends

Proficiency Level

Generic Reference

PL1

The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2

The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3

The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4

The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.