Customer Experience Business Analyst

Achieve more with VoltVolt is immediately hiring for Customer Experience Business Analyst in Fountain Vly CAAs a Customer Experience Business Analyst you will Engage with various clients 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 clients 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 projects 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 IVRIVA 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 afull-time 12-months contractopportunity.Theideal candidatewill 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 vendorsupplier 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 hourPay range offered to a successful candidate will be based on several factors including the candidates education work experience work location specific job duties certifications etc.Qualified candidates should APPLY NOW for immediate consideration Please hit APPLY to provide the required information and we will be back in touch as soon as possible.Benefits Volt offers benefits based on eligibility that include the following health dental vision term life short term disability AD&D 401k 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. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment please email hr_deptvolt.com or call 866 -898-0005. Please indicate the specifics of the assistance needed.Volt does not discriminate against applicants based on citizenship status immigration status or national origin in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance the Los Angeles Fair Chance Initiative for Hiring Ordinance and other applicable laws.By applying for this job I agree to receive calls and emails including automated or AI-generated calls or emails from Volt Inc.and its identified recruiting partners regarding this job and future recruiting and job-placement opportunities. I understand that my consent is not a condition of employment or services and that I may revoke my consent at any time by following the Opt Out Instructions.I confirm that I have read and agree to the Terms of Serviceand acknowledge that I have received and reviewed the Privacy Notice.