Job Summary Skill Matrix

- Total Years of Experience:
- Location: Pan India or any constraint Hyderabad
- Project type (Support / Dev / Maintenance): DEV
- Shift involved: If yes please share timing.
- Salary Range:
- Notice Period:

Any Skill Mandatory Proficiency Level (1-5)

- Business Analyst: Yes 5
- Knowledge in IVR Domain: Yes 3
- Strong in Documentation and Presentation Skills: Yes 5
- Interpersonal and negotiation skills: Yes 4
- Excellent Communication Skills: Yes 5
- Firm understanding of SDLC (software development lifecycle): Yes 4

Technical Implementation Coordinator (TiCo) Location: Hyderabad

Requirements:

- Min 8 years of experience in IVR Domain, Business Analysis, IVR systems configurations and stakeholder communications.
- Strong understanding of Call Center Platform / Omnichannel Customer support system, i.e., IVR's, Dialog Flow, BOT & Messaging.
- Documenting technical process flows, workflows, and business processes.
- Proven ability to document business requirements and translate into flow diagrams.
- Experience with auditing technical documents and identifying gaps.
- Proficiency with process flow tools like Visio, Lucid Chart, Client Drawings.
- Proficiency with office applications like Google Workspace, Microsoft Office (Docs, Sheets, Slides).
- Self Starter. Ability to work independently with minimal supervision.
- Possess keen attention to detail.
- Comfortable working in a fast-paced, dynamic workplace.
- Team player, comfortable working with business executives and strong personalities.




- Strong communicator and comfortable engaging with technical and business stakeholders.

Responsibilities:

- Represent GEM / Business in daily stand up
- Monitor all client bugs and follow through on updates
- PgM for all site stand ups and onboarding
- Call flow documentation for new flows
- Update flow diagrams after BAU bug completes
- Write stories after solution defined by GEM
- Create & Own Config triage & other CCB artifacts, responsible for accuracy and updates
- Interface with QA to provide guidance on test plans
- Provide guidance to Client during UAT; remove roadblocks
- Maintain IVR Configurations
- Collaborate with Flow Team, SWE's and Operations team to meet Clients expectations on feature requests or Projects.
- Implement solutions as documented by client partners; clear steps will be provided by the client partner.
- Communicate to Client Partners on the status of bugs and projects assigned for a given week/sprint (weekly report).
- Identify and escalate risks and issues during implementation to client partners; track resolutions when instructed by client partners.
- Become familiar with Speakeasy concepts and features as defined in go/speakeasy-help. Stay current on release notes and be able to answer basic questions about the product.
- Work closely with client partners to continually evaluate and improve the Speakeasy onboarding experience
- Provide Support to client partners on multiple implementations.

Key Responsibilities

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Skill Requirements

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Other Requirements

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📌 Business Specialist - Business Process Modelling (India)
🏢 HCL Technologies
📍 India