- Business need/project background:
Seeks to improve and modernize call center operations. After considering current practices and technology a decision was made to move towards an automated dialer solution. The solution will need to function within C&TC call requirements (some of which are grant mandated). While this decision will be highly beneficial SMEs within C&TC don't have much experience communicating their needs in a way that translates to effective technical requirements. It would be a great benefit to bring in someone to review the call process and requirements to develop requirements for the process as it exists now and to build in flexibility for future utilization.
C&TC would like to bring in a consultant with experience assisting teams in reviewing business needs and eliciting system requirements for future needs along with recommendations on streamlining business process to meet those needs. This person will be responsible in meeting with the business to fully understand their specific needs and then formulate them into documented business requirements that our IT department can use to develop the system.
Additionally, Women Infant and Children (WIC) seeks to improve their outgoing call center operations and call center reporting operations. C&TC sees a benefit to including WIC in this process as outgoing calls and reporting are a key component of modern call center operations and would like to find a design solution that supports both lines of business needs.
- Scope of services/description of work to be performed
Develop business requirements:
- Create a requirements elaboration plan detailing the activities necessary to obtain business requirements to meet their To-be needs. E.g. specific workshop activities, interviews, outside research/analysis, etc.
- Execute the requirements elaboration plan, extract and document the To-be requirements required for C&TC staff to be successful.
- Execute the requirements elaboration plan, extract and document the To-be requirements required for WIC staff to be successful.
- Specific skills/experience required:
Expert working understanding of Cisco Finesse Infrastructure
- Expert knowledge in Cisco especially the Finesse module
- Expert knowledge in developing business requirements from end to end
- Experience in extracting and documenting business requirements
