Job Location: Fairfax, Virginia, United States (Onsite/Offsite)

Responsibilities:

• Provide IVR, Contact and Call Center support to agencies and staff.
• Plan and design Visio diagrams for call flows.
• Analyze business process issues and problems for consultant assistance and system users.
• Conduct systems tests and measure the system's ability to manage applications.
• Provide visual aids to demonstrate call handling and information resources to organizations.
• Maintain and support agencies on troubleshooting and system outages.
• Provide self-service transactions and live support on issues and application errors.