Telephony Contact Center Business Analyst


Date: Nov 24, 2021

Location: Remote, NY, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




The Telephony Contact Center Business Analyst will be responsible for consolidated documentation and standards for a multi business unit shared IVR. This position is responsible for interpreting business requirements and translating to technical build documentation as well as monitor for multi-organization overlaps, efficiencies and conflicts in a large Contact Center environment.


Key Duties and Responsibilities:

  • Interpret business requirements in the context of a multi-organization shared Contact Center Infrastructure
  • Create IVR User Interface design documentation based on business requirements
  • Create Call Routing design documentation based on business requirements
  • Create, modify, and maintain Contact Center documentation to further enhancements and changes 
  • Actively engage with peer technical and business teams as appropriate to ensure a holistic approach to requirements, designs and features
  • Create and maintain standard documentation.
  • Provide input into best practices with documentation, feature requests and other aspects of the intake pipeline
  • Help facilitate solutions meetings with business partners and technologies teams to build consensus and decisions without compromising delivery and/or service 
  • Be a highly motivated and active within multiple work streams and manage deliveries accordingly across multiple projects 
  • Evaluate new technologies that could be beneficial to the enterprise 
  • Ability to analyze problems, align solutions, and articulate those in a clear discernible manner
  • Communicate with all levels of the organization, senior leadership to professional staff 
  • Keeps abreast of business, operational, and technology trends that may affect the portfolio and strategy 

Required Qualifications:

  • Advanced skills in MS Word, Excel and Visio
  • Understanding of Call Center Routing and User Interface design (preferred)
  • Knowledge of Contact Center operations (preferred)
  • Managed services experience creating, managing, and delivering
  • Knowledge of architecture and service models (TOGAF, SOA)
  • ITIL (foundational level, but exposure to more detail than foundation is often necessary)
  • Consulting skills - able to communicate ideas, design solutions, and market them across the company
  • Understanding of the need for governance, risk, security, and compliance
  • 10+ years of overall IT experience 
  • 3+ years’ experience with Business Analysis and Design
  • 2+ years’ experience with Contact Center Technologies
  • Self-motivated and able to work across diverse technical and non-technical teams
  • Education: BS degree in Computer Science or Business preferred but not required




Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 85229




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