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Systems Analyst - TTEC Contact Recording System in Washington at General Dynamics Information Technology

Date Posted: 12/30/2018

Job Snapshot

Job Description

Provides TTEC CRMS support for the quality management function within the Program Management Office (PMO) for a very large government contract. This contract provides contact center and quality management operations. The quality management operations consist of multiple contact center site quality teams that provide quality monitoring, perform to specific contractual service metrics, and analyze CSR performance to administer continual improvement. This position provides CRMS system support to quality leadership staff located within the PMO office. PMO quality leadership staff consist of the Director, Sr. Quality Manager, multiple Quality Managers and multiple Quality Analysts. Provides technical, administrative, system support and subject matter expertise for the TTEC Contact Recording System. Acts in the capacity of a subject matter expert (SME) and primary point of contact (POC) for end users of the TTEC contact recording management system (CRMS) in use by the Census Questionnaire Assistance (CQA) program and associated contact centers. Researches to understand TTEC system specifications that address business requirements and that fit with company/customer system architecture standards. Works closely with technology and architecture teams to fully understand system functionality. Educates end users, assists with definition of processes and procedures related to the CRMS and assists with troubleshooting system issues.


  1. Acts as the primary POC for the quality team regarding TTEC system design, functionality and quality processes managed for the CQA program
  2. Acts as a subject matter expert (SME); applies previously gained comprehensive knowledge of TTEC CRMS; analyzes system and procedures to make reliable recommendations to end users on how best to build processes and procedures that the TTEC system will support. Maintains current knowledge of relevant technologies.
  3. Understands detail systems factors, including input and output requirements, information flow, hardware and software requirements, and reliability characteristics.
  4. Prepares and updates process or functionality documentation for the TTEC system. Writes or updates TTEC system training for end users; works collaboratively with training team to develop training materials for the quality and contact center operations staff; assists with delivery of training as needed.
  5. When working with technology and architecture, assists with recording all inputs and outputs of systems, including file sizes, data bank requirements, variability of information and appropriate statistical measures such as frequency, volume, peaking, etc.
  6. Researches and reports software problems; troubleshoots and provides technical support and solutions to users; works collaboratively with help desk and technology personnel.
  7. Monitors system effectiveness in satisfying user needs; proposes solutions where needed.
  8. Maintains knowledge and enhanced end user skills for contact recording system applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).
  9. Owns the task of assigning user permissions and roles; works with architecture team to ensure end user accounts are set up with appropriate level of permissions; responsible for setting up and maintaining TTEC functionality for the quality program
  10. Research and implementation of system/process modifications in TTEC (i.e. Folder changes, site updates, quality evaluation form edits, report settings, Speech and Text settings, etc.) as assigned
  11. Develops process flow charts for TTEC quality process mapping; provides technical, administrative and project management of assigned projects or tasks as related to the CRMS and/or Continual Service Improvement (CSI) quality management program. Assists with the development of Standard Operating Procedures (SOPs) as related to the CRMS.
  12. Interacts with and works collaboratively with all CQA program personnel, to include site level staff; attends cross IPT meetings or other meetings as assigned.
  13. Responsible for managing all projects, tasks, processes and tools associated with CRMS system.
  14. Maintains current knowledge of quality processes, plans, SLAs and KPIs. Enforces achievement of the quality contractual service requirements defined through SLAs and KPIs.
  15. Represents CSI as a subject matter expert and a point of contact for all things CRMS related
  16. Adheres to and enforces company policies
  17. Other duties as assigned. Participates in special projects as required, assists all team members as appropriate or as assigned.

Job Requirements

  • Minimum of two years experience with CRMS systems, specifically TTEC.
  • Minimum of two years experience with the fundamental concepts, practices, and procedures used in systems analysis and design; specifically TTEC.
  • Professional Certification(s) preferred.
  • 2 or more years of contact center experience preferred.
  • Basic knowledge of contact center operations, specifically quality assurance and quality monitoring required.
  • Experience with government contracts preferred.
  • Ability to work in office or remote environment.
  • Demonstrated organizational, teamwork, and customer service skills.
  • Effective oral and written communication skills, to include presentation skills with senior level personnel and/or government representatives.
  • Proficiency with MS Office Products: Word, Excel, PowerPoint, Project, Visio
  • Experience in drafting and maintaining Plans, SOPs and/or process manuals.


Clearance / Background investigation requirements may include the Applicant Name Check,the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes
at the moderate to high designation level, dependent on position.

Working Conditions:


The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.  Work may require some physical effort in the handling of light materials, boxes, or equipment.

   The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

   Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

   General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.