What are the responsibilities and job description for the Systems Analyst II Contact Support Center position at CenterPoint Energy?

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.

Our Vision : Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Our Commitment : CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

Job Summary

CenterPoint Energyis looking for anIT Systems Analystto join our IT Contact CenterSupportTeam, located inEvansville, IN.Willperform job duties in a VoIP contact center applications system. Works with business, subject matter experts, technical and enterprise architectures to facilitate the implementation of contact center solutions and enhancements by maximizing the value of our current technology capabilities and enhancing business functionality and overall performance, while maintaining a high degree of business and customer satisfaction.

Essential Functions

Responsible for collaborating between IT functional teams and contact center business partners to determine the most optimal design for the project.
Partners with business analysts, systems analysts and engineers in requirements gathering and reviews of IVR and contact center initiatives.
Review business processes and requirements documents, and analyzes and defines functional requirements for customer-specific development needs or integration requirements.
Analyze and map clients' IVR and contact center business requirements, processes and objectives.
Develop necessary product modifications to satisfy clients' needs.Participate in Blueprinting sessions to understand and develop contact center client requirements.
Support implementation phase and assist with the development of functional and technical requirements, scope and acceptance testing of contact center, IVR initiatives and / or enhancements.
Provides guidance throughout all portions of the contact center / IVR System Development Life Cycle including Requirements Gathering, Analysis, Design, Coding, Testing, Deployment, Support, and Decommissioning.
Recommend improvements in the existing contact center / IVR business process and define customer-roles to execute the according process
Ensures application architecture, design and deployments map to Technology Operations and contact center / IVR Application roadmap future vision.
Provides daily support of the new contact center system break / fixes that may arise 24x7, 365 days a year.
Fosters environment of operational excellence and innovation through encouraging new process and technology development for improvement in contact center / IVR systems or workforce productivity while maintaining sensitivity to costs of services.
Participate in the enhancements of new contact center IVR platforms to meet the business requirements of CenterPoint Energy Business Units including consulting and implementing future upgrades and Enhancements of the virtual VoIP contact center

Education Description

College Degree or Technical Certification in Network or VoIP is a plus.

Experience

A minimum of 2 years of IT applications experience such as IT networks or VoIP.

Technical knowledge and experience in Genesys VoIP Contact Center is a plus.

Demonstrated Facilitation skills

Excellent communication skills

Team building and collaborations with multiple technology and business teams.

Project Management skills or Certification is a plus

Physical Requirements

Working Conditions

We want you to know

Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.

Diversity, Equity and Inclusion

CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

What we bring to you

Competitive pay

Paid training

Benefits eligibility begins on your first day

Transit subsidies

Flexible work schedule, paid holidays and paid time off

Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston

Professional growth and development programs including tuition reimbursement

401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Job Type : Full Time

Posting Start Date : 01 / 15 / 2025

Posting End Date : 01 / 20 / 2025

This contractor and subcontractor shall abide by the requirements of 41 CFR

60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

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Systems Analyst II Contact Support Center

What are the responsibilities and job description for the Systems Analyst II Contact Support Center position at CenterPoint Energy?

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