Alphanumeric Systems, Inc.

Compensation

Full Description

Senior Business Analyst - IVR & Contact Center (Biopharma Market Access) Employer: Alphanumeric Systems Inc. (supporting our global pharmaceutical client of over 20 years) Location: Remote (US) with occasional travel Reports to: Sr. Director, Global Operations (Alphanumeric) * Partners with Client Service Owner (Market Access) Compensation: $115,000 base + benefits About the Engagement Our client's Market Access patient support operation is expanding IVR and contact center capabilities to better serve patients and HCPs. You'll translate business vision into executable roadmaps, drive IVR transformation, and ensure a seamless, compliant experience across channels. This is a high-level, strategic planning role (not operations). What You'll Do Translate Vision into Execution • Lead cross-functional workshops (Market Access, DD&T/IT, Ops, Compliance) to define patient/HCP journeys for oncology products. • Convert business needs into epics, user stories, acceptance criteria, and technical roadmaps; prioritize backlog. • Orchestrate delivery from discovery through UAT, go-live, and operational readiness; capture feedback for continuous improvement. • Support training and change management for adoption and sustainability. Contact Center Technology Strategy & Innovation • Shape a forward-looking roadmap across ACD, IVR, CTI, omnichannel, and CRM. • Evaluate and pilot AI/automation (virtual agents, chatbots, RPA, intelligent routing). • Partner with Data & Analytics to embed contact center insights into decisions. • Drive API/integration patterns across portals and regulatory systems; ensure scalability and security with IT. Operational Excellence • Define and track KPIs; use analytics to optimize workflows and responsiveness. • Align workforce management to demand; identify and automate process bottlenecks. Customer Experience (CX) • Launch/optimize self-service (patient portals, dynamic FAQs). • Apply predictive analytics to personalize journeys and elevate high-value touchpoints; embed CX best practices. Compliance & Data Security • Ensure end-to-end compliance with HIPAA, GDPR, and global biopharma standards; safeguard PHI/PII. • Lead internal audits and maintain inspection readiness with documentation, SOPs, and controls. Collaboration & Leadership • Act as a strategic liaison across DD&T, IT, and business units; provide operational insights to influence enterprise decisions. • Mentor team members, coordinate vendors, and uphold a culture of innovation, accountability, and growth. • Strengthen two-way communications with patients/HCPs to keep services responsive and relevant. Current Environment (Strategy-Critical) • IVR/ACD/CTI: NICE/inContact • CRM: Salesforce / Service Cloud • Omnichannel / WFM / QM / Analytics: Yes (in scope) • Integrations/APIs to touch:TBD with IT and platform partners (define as part of roadmap) Note: Operations knowledge is helpful, but success in this role requires proven experience architecting strategy across multiple contact centers. Delivery Model & Tooling • Backlog/Delivery: Jira/Confluence or Azure DevOps (TBD) • Diagramming: Miro/Visio (helpful) • BI/Dashboards: Power BI/Tableau (as needed; TBD) • Team shape: Strategic BA coordinating vendors (Yes) - ASI for sure; others possible Success Metrics • Project Delivery: ≥ 90% on-time milestone completion • Stakeholder Satisfaction: ≥ 90% post-project • Scope Management: < 10 scope changes per project • Staged milestones: • Q4 2025: Stakeholder workshops; BRD/roadmap/user stories; IVR audit & gap analysis; compliance protocol review • Q1 2026: Phase I IVR enhancements; AI pilots (routing/RPA); API blueprint; ops analytics dashboard • Q2 2026: Self-service launch; predictive personalization; closed-loop feedback; change & training completed • Q3 2026: Final optimizations; compliance audit; inspection readiness; KPI goals achieved What You'll Bring (Required) • 7+ years in Contact Center/IVR business analysis or product ownership, ideally in regulated industries. • Hands-on experience with IVR/Contact Center platforms (e.g., Genesys, Amazon Connect, Five9, NICE/inContact, Cisco, Twilio), CTI/omnichannel, and CRM (Salesforce/Service Cloud; Health Cloud a plus). • Proven ability to produce user stories, process maps, call-flow specs, test plans, and UAT scripts; strong backlog management. • Practical exposure to AI/automation (virtual agents, Dialogflow/Lex/Nuance, RPA like UiPath/Automation Anywhere) and routing strategies. • Fluency in HIPAA/GDPR, data privacy, and security controls for PHI/PII; audit/inspection readiness. • Data-driven mindset: define/track KPIs, build dashboards (e.g., Power BI/Tableau), and drive continuous improvement. • Strong stakeholder facilitation, vendor coordination, and executive-ready communication. • Tools: Jira/Confluence (or Azure DevOps), process design (Visio/Miro), analytics dashboards; basic SQL a plus. Nice to Have • Biopharma Market Access or patient support experience; oncology product exposure. • Workforce Management (NICE/Verint), QM/QA programs, knowledge management. • Lean/Six Sigma, Prosci/ADKAR, or similar process/change credentials. Work Style & Travel • Remote (US) with occasional travel for stakeholder workshops, audits, or go-lives.