Voice Analyst - 2209

MSI is seeking an experience Voice Analyst (IVR) for a position located in Pensacola, Florida.


The Analyst is a problem solver in their area and is focused on assessing a problem or business need and executing a means to fix it, improve it or manage it. To analyze and administer Voice Services systems associated subsystems and equipment, including planning and implementing systems/software upgrades, and conducting programming and configuration changes.


  • Strong experience working with Genesys Voice Platform (convergence/migrations), Voice XML and Java skills.   


  • Investigate operational or business problems and propose solutions.
  • Ensure compliance with company standards and best practices.
  • Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings.
  • Present complete and organized documentation of processes, systems, and data.
  • Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes.
  • Leverage consistent templates, tools and organizational strategy to define IT processes and ensure practices and processes are standardized and repeatable.
  • Drive industry benchmarking regarding best practices and continuous improvement.
  • Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes.
  • Participate in efforts to build the short and long-term infrastructure of the respective business domain knowledge.
  • Assist with evaluating and recommending changes to standard company templates and methodologies.
  • Learns, remains current on, and communicates best practices and trends in business and technology.
  • Serve as liaison and / or subject matter expert in respective business area.
  • Collaborate constructively with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented and satisfied.
  • Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of media.
  • Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.
  • Seek input from audience; confirm checks understanding; presents message in different ways to enhance understanding.
  • Plan, implement, operate and maintain company’s Voice Services and associated subsystems and equipment. Program system software, monitor system performance and make recommendations to improve system performance and lower costs. (at advanced levels).
  • Conduct detailed system analysis and develop procedures for system management.
  • Customize and administer Voice related software applications management to include planning and implementing upgrades, system configuration management, programming, and maintaining system through all phases of system software/hardware life cycles.
  • Research, analyze, and resolve problems and system events, issues and/or program deficiencies.
  • Provide consulting, support services and training to customers (internal business groups).


  • Experience with Analysis, Design, Development, Implementation and Testing of Business Applications.
  • Experience building Interactive Voice Response (IVR) Applications using VoiceXML.
  • Proficient at analyzing requirements and transforming into Voice User Interface (VUI) design. 
  • Assist design and development team in re-architecting and re-writing of critical business applications. 
  • Experience using Genesys and other GVP suite of products. 


  • May take on several components of a project or a complex component of a project.
  • Effectively contributes to team goals.
  • Works beyond routine nature of tasks utilizing a specialized knowledge and technology.
  • Functions under general supervision from resource manager.
  • Troubleshoots basic problems and recommends appropriate actions.
  • Follows established procedures for working with external vendors on projects.
  • Uses independent judgment and discretion to determine or recommend best course of action.
  • Takes action to solve problems/issues that routinely arise in areas of assigned
    responsibility, but may receive guidance or expertise from higher-level staff on more complex



MSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.