Job Description

Become part of a team solving the biggest cybersecurity and IT challenges and serving the world’s largest and most elite brands. At Maverc we have a powerful mindset based on our core values of being accountable, Passionate, Innovative, and focused. Maverc Technologies is a proven and effective small business partner and consultant, recognized as a leader in providing cyber security and IT services to the Federal, State, and local Government. Maverc Technologies is looking for A Business Analyst to support our client. The Successful Candiate will:

be responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system.

Provides post-implementation support in the following areas:

• Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives.
  
  

• Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.

• Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement.

• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience.

• Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.

• Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives.

• Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts.

• Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.

Requirements

Education:

Bachelor’s degree in business, Data Analytics, or a related field. A master's degree is a plus or other related field with Six Sigma certification. Or equivalent work experience in telephony systems and process improvement.

• Proven proficiency in data analysis and interpretation, utilizing data analytics tools and techniques.
• Strong grasp of customer experience principles and methodologies.
• Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.
• Strong problem-solving abilities with attention to detail and a dedication to continuous improvement.
• Proficiency in customer feedback management platforms.
• Ability to work collaboratively in a cross-functional team environment.
• Familiarity with statistical analysis and data visualization tools.
• A customer-centric mindset and a passion for delivering outstanding customer experiences.
• Strong project management skills to drive initiatives from concept to implementation.
• The qualified candidate will enable the Department to collaborate with the vendor to design a new, state-of-the-art telephone system and provide post-implementation support to ensure the best possible customer experience.
• Technical information: This will be a new system. Experience needed with Genesys Multicloud CX applications, speech and interaction analytics (CallMiner Eureka Platform), BOT engines, and data reporting and analytics

Benefits

**Join Maverc. Be Valued.**

At Maverc, we are an inclusive community where diversity in all its forms is embraced, respected, and recognized as a true asset to the company. We are dedicated to fostering this inclusive environment, though we acknowledge that there is always room for improvement. Maverc is committed to evolving into a more inclusive and equitable organization, upholding the principles of equal employment opportunity and affirmative action.

Maverc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on gender, gender identity or expression, sexual orientation, race, age, religion, physical or mental disability, veteran status, or other protected characteristics under federal, state, and local laws.

As a federal contractor, Maverc has implemented affirmative action programs to ensure non-discrimination and promote affirmative action in our policies and practices for qualified women, minorities, protected veterans, and individuals with disabilities. The narrative portion of Maverc's affirmative action plans is available for inspection at our offices during normal business hours. Employees and applicants interested in reviewing these plans should contact Human Resources at or hr@maverc.com for assistance.

If you are interested in applying for a position with Maverc and require special assistance or accommodation to apply for a posted position, please contact our Human Resources department at hr@maverc.com or by calling 888-948-1468.

Exceptional People, Outstanding Benefits

Exceptional people are the cornerstone of any successful company. To attract and retain such talent, Maverc provides fulfilling work opportunities that complement a balanced lifestyle. We achieve this by offering exceptional benefits, enabling our employees to live and work well.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home

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