Billing analyst managing bilingual invoicing at McCarthy Tétrault. Collaborating with national teams and handling client invoices in French and English.
About the role
- Program Analyst supporting Next-Generation IVR and Telephony Routing initiatives with a focus on innovative feature delivery and cross-functional team coordination.
Responsibilities
- Support Feature Delivery: Assist Program Managers in the end-to-end delivery of new IVR and telephony features.
- Requirements Documentation: Accurately capture and document business and functional requirements.
- Progress Tracking: Monitor and report on project milestones, timelines, and deliverables.
- Cross-Functional Coordination: Facilitate communication and coordination between business and technology teams.
- Learn & Contribute: Develop expertise in next-generation IVR technologies and contribute to enhancing customer experience.
- Requirements Support & Documentation: Work closely with Program Managers and business stakeholders to assist in gathering, analyzing, and documenting business and functional requirements for IVR and telephony features.
- Project Tracking & Reporting: Track project progress against established milestones, timelines, and deliverables using designated project management tools.
- Coordination & Communication: Facilitate communication between business users, technology teams, and other project stakeholders.
- Analysis & Testing Support: Conduct initial analysis of data and system performance to support optimization efforts.
Requirements
- 1-3 years of IVR or Telephony experience in a business analyst, project coordinator, or similar support role within a technology-driven environment.
- Familiarity with or a strong interest in AI technologies such as Generative AI, Large Language Models, Speech-to-Text, and Text-to-Speech is highly desirable.
- Proven ability to document requirements, track project tasks, and contribute to project delivery.
- Excellent written and verbal communication skills, with strong attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with project management tools (e.g., Jira, Confluence) is beneficial.
- Highly organized, proactive, and capable of working effectively in a fast-paced, collaborative team environment.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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