Principal Application Analyst

To enhance enterprise contact center operations, the full-time remote Principal Application Analyst will provide advisory support and serve as the product expert for Enterprise Workforce Optimization (WFO) solutions, focusing on the design, development, and maintenance of IVR applications and call management systems. Key responsibilities Lead the design, development, and support of IVR applications and ensure optimal performance of contact center technologies Monitor and report on call list management, agent activity, and campaign performance to improve customer experience Manage all IVR projects from inception to implementation, including ongoing configuration and enhancements as needed Required qualifications Master's degree in Business Analysis, Business Administration, Engineering, Computer Information Systems, or related field with 6 years of experience, or a Bachelor's degree with 8 years of experience Experience in customizing IVR environments using Core JAVA and VXML Proficiency in developing applications using databases such as Oracle 9i and SQL Server 7.0 Background in monitoring and maintaining intra-day dialer and agent activity Experience in executing testing and user acceptance testing in a telephony converged platform lab environment