Sr. Systems Analyst - Telephony

Lead Systems Analyst

The Lead Systems Analyst oversees the installation, configuration and maintenance of the organization's operating systems. This job approves information systems designs and ensures they are appropriate for users' needs and are consistent with the overall design of the organization's information systems architecture. This job manages large projects and is recognized as the Systems expert on the team that solves complex issues that arise.

Key Responsibilities and Duties

• Approves of system scope through existing knowledge and fact-finding that informs the development or modification of complex information systems. groups, aiming to improve business results.
• Oversees changes to existing system logic difficulties and documentation as necessary.
• Approves flow charts, models, and procedures and feasibility studies to design possible system solutions.
• Approves technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system.
• Evaluates all system constraints, implications and consequences of various proposed system changes.
• Creates procedures to solve complex problems that considers items such as computer equipment capacity and limitations, operating time, and form of desired results.
• Estimates the costs of system solutions and prepares project plans to provide input into decisions about prioritizing projects and allocating IT resources.
• Coaches and delegates work to lower level professionals.

Educational Requirements

• Bachelor's Degree Required

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

8IC

Additional Key Responsibilities and Duties

• Support successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms.
• Create Detailed Dialog Specification (DDS) and Call Flow design documents.
• Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs.
• Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
• Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology.
• Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices.
• Create Project Documentation / artifacts that meet SDLC standards.
• Create robust, high quality technical solutions for business and technology customers.
• Align the needs of business units with the capabilities of IT.
• Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing.
• Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts.
• Performs application and technical problem-solving including advice, guidance and mentoring to staff.
• Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results.
• Create and execute implementation plan for technical deliverables as well as providing production support.
• Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved.
• Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives.
• Create and modify technical processes, designs, and solutions as required.
• Identify and support resolution of risks that could impact ability to deliver results within the stated objectives.
• Understand and manage the effect of change (regulatory, market or TIAA-CREF internal) on business processes, IT solutions and tools.
• Ability to lead multi-deliverable technical efforts.
• Ability to work collaboratively with key stakeholders from both IT and Business.

Required Qualifications

• 5 years' experience using VISIO to create Call Flows for Telephony platform
• 5 years' experience with Telephony Call Center Platform
• 5 years' experience with Data Analytics / Operational Reporting - Tableau, SQL, Excel
• 5 years' experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco
• 5 years' System Analyst experience
• Experience with IVR, Call Routing, Call Recording, WFM and Operational Reporting

Preferred Qualifications:

• 5 years' experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms)
• 5 years' experience working with API integration within Telephony Infrastructure
• 5 years' experience with Nuance - Natural Language Understand (NLU), Speech Recognition
• 1 year experience with Agile and Kanban project delivery methodologies
• 1 year experience with validating telephony data and voice network architecture diagrams
• Performs tasks executing and modifying processes, plans and design when needed
• Full ownership for one or more processes, procedures, or products

Related Skills

Acceptance Testing, Business Analysis, Business Process Improvement, Business Process Mapping, Business Process Understanding, Business Requirements, Collaboration, Data Analysis, IT Business Analysis, Systems Design/Analysis, Systems Development Life Cycle, Technical Documentation, Test Planning

Base Pay Range: $103,500/yr. - $167,600/yr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

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