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Project Analyst, Contact Center Solutions

Full time, Monterrey, Mexico

This key position is responsible for providing project support and assist in post-project data gathering and analysis for Contact Center technology initiatives at the individual account, regional, and divisional level. Responsibilities include implementation support, assisting with analyzing and proposing actions that will improve Contact Center technology performance and optimization, and documenting return on investment.

Typical Projects May Include (but Not Limited To)
- Contact Center technology implementation test case coordination and activities for testing
- Post-project data reporting/analysis
- Documentation maintenance and version control

As a Project Analyst, Contact Center Solutions, you will
- Assist Speech managers with project designed to enhance the customer experience via speech technology
- Create and manage a testing plan that encompasses all data and/or process elements for all user requirements




- Escalate errors or anomalies to project team and/or appropriate resources for support; retest and report as needed
- Contribute to account assessments and account strategy
- Partner with appropriate resources to provide data gathering and analysis for real time and historical reporting
- Maintain reports on results of new technology in support of ROI
- Manage processing of PeopleSoft tickets within timelines required and with quality

About You
- Prior experience in data reporting, analytical work, or other similar field
- Demonstrated skills in word processing, spreadsheets and presentation software, Microsoft Office
- Manage and coordinate multiple initiatives simultaneously that often represent competing priorities
- Capable of identifying customer needs – Listening to information, asking probing questions, applying knowledge, associating solutions
- Execution focus and a results orient

📌 Project Analyst, Contact Center Solutions (Monterrey)
🏢 Bcd Travel
📍 Monterrey