Business Analysis Consultant (Jobs in Nashville, TN)   Requirement id 118974 Job title Consultant Job location in Nashville, TN Skills required Project Management, Analyzing Requirement, Flow Designer, Business Analysis Open Date 03-Sep-2021 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Project Management, Analyzing Requirement, Flow Designer, Business Analysis start date:9/20/2021 submission deadline:Wednesday Sept. 15, 2021 by 2pm CST client info: Human Services Note: * Project title: SOW Child Care, Rehabilitation Services, and Public Information & Legislative Office (PILO) – CCaaS Support Project Description: The scope of services required involves supporting several Tennessee Department of Human Services (TNDHS) divisions (listed below) in successfully migrating to the cloud based Nice In Contact telephony platform. • Child Care • Rehabilitation Services • Public Information & Legislative Office (PILO) Contractor will work directly with the relevant business partner(s) within each division in addition to STS to ensure successful migration to Nice In Contact. 2. Work Activities: Contractor shall provide a team of consultants to support the State in progressing the following modernization initiatives for the divisions listed above. CALL FLOW TRANSFORMATION & CCAAS SUPPORT: a. Baseline: assess and document current-state operations for Child Care, Rehabilitation Services, and PILO to baseline and identify process improvement opportunities and initialize future-state ideation on the NICE in Contact platform. b. Discovery: run joint workshops with DHS Child Care, Rehabilitation Services, and PILO business and tech SMEs to understand requirements on architecture & telephony, customer and agent experience, routing, deployment, integration, and migration. c. Design: conduct workshops with process owners. Iterate on stories, tasks, timelines, allocation of work. Collaborate and iterate on design throughout build and test as requirements change or enhancements are needed. d. Build: work with engineers to build contact flows and integrate with broader NICE in Contact and external services (if applicable). Configure for appropriate routing, self-service, and reporting. e. Test: create quality assurance strategy and plan, support with migration between environment, support with user acceptance testing, prioritize testing outcomes for iterative enhancements. f. Train: formulate change management strategy & plan, create training documentation, and execute instructor-led training sessions, including post-launch surveying and agent adoption assessment; and Managed Service Provider Request for Project Services Template g. Deploy / Support: deploy systems, organize a cadence of monitoring and gathering feedback, and utilizing prioritization framework, address necessary fixes and enhancements. Support prioritized integrations related to telephony solutioning.   Call 502-379-4456 Ext 100 for more details. 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