Business Analyst

• Partner with business stakeholders to understand objectives, pain points, and opportunities for improvement
• Elicit, analyze, document, and validate business, functional, and non-functional requirements
• Translate business needs into clear user stories and acceptance criteria
• Document business processes and workflows.
• Maintain requirements traceability from intake through delivery
• Support solution design by collaborating with analytics, data engineering, and development teams
• Ensure delivered solutions meet business needs through validation and user acceptance testing (UAT) support
• Serve as the primary intake point for reporting and analytics requests
• Evaluate, prioritize and triage incoming requests based on business value, effort, and dependencies.
• Work with stakeholders to clarify metrics, definitions, and success criteria
• Troubleshoot reports and dashboards by identifying data, logic, or requirements issues.
• Partner with analytics teams to ensure consistency in metric definitions and reporting standards
• Document and maintain report catalogs, data definitions, and business logic
• Act as Scrum Master for one or more Agile teams
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives
• Coach team members and stakeholders on Agile principles and best practices
• Remove impediments and escalate risks as needed to ensure team productivity
• Partner with Product Owners to refine backlogs, manage priorities, and ensure readiness of user stories
• Promote continuous improvement through retrospectives and actionable follow-ups
• Serve as a trusted advisor to business partners and leadership
• Communicate progress, risks, dependencies, and timelines clearly and proactively
• Align cross-functional teams around shared goals and expectations
• Support change management by helping users understand and adopt new solutions
• Gap analysis and solution recommendations
• Proactive issue identification and mitigation planning.
• Documentation of business processes, workflows, and controls
• Support of governance, compliance, and audit-related requirements (as applicable)

Business Analyst – Agile Scrum Master

Business Intelligence Developer

• - **Domo Development:** Serve as a subject matter expert in Domo to build, maintain, and optimize interactive dashboards and data visualizations.
• - **Data Pipeline Management:** Design and implement ETL frameworks to filter and clean data from various sources by utilizing Magic ETL, MySQL Dataflows or Python.
• - **Lifecycle Analysis:** Monitor and interpret data across the entire customer lifecycle to identify trends and prove or disprove underlying reasons for performance changes.
• - **Stakeholder Partnership:** Act as a primary point of contact for multiple layers of leadership in Sales and Operations. Translate their business questions into technical requirements and delivery plans.
• - **Data Validation:** Perform routine data quality checks to ensure the accuracy of reports before they are delivered to stakeholders.
• - **Agile Participation:** Actively participate in the Agile/Scrum process, including daily huddles and sprint planning. Provide realistic estimates for project tasks and meet delivery deadlines.

Analyst

• Monitor Data Feeds: Proactively monitor automated and manual data feeds from diverse sources such as flat files (CSV, XML, JSON), secure file transfer protocols (SFTP), APIs (REST, SOAP), and cloud data platforms (e.g., AWS S3, Azure Blob Storage, Google Cloud Storage).
• Ensure Data Quality: Implement and execute checks to verify data integrity, completeness, and accuracy, identifying discrepancies, missing data, or corrupted files.
• Issue Identification & Resolution: Investigate data anomalies, root causes of data feed failures, and data quality issues. Collaborate with relevant teams (e.g., IT, data engineering, source system owners) to facilitate timely resolution.
• Documentation & Reporting: Maintain detailed logs of monitoring activities, incidents, and resolutions. Generate regular reports on data feed health, data quality metrics, and performance.
• Process Improvement: Identify opportunities to improve data monitoring processes, tools, and automation to enhance efficiency and reduce manual effort.
• Alerting & Escalation: Configure and manage alerting mechanisms for data feed failures or significant data quality deviations, escalating critical issues appropriately and promptly.
• Collaboration: Work closely with data engineers, developers, business analysts, and other stakeholders to understand data requirements, validate data, and support data-driven initiatives.

Data Quality Analyst

Call Center Representative

• Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment
• Perform administrative duties within our workforce management software tool to support BPO partners
• Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level
• Creates a positive work environment that fosters successful team performance
• Use workforce management software and call volume history to help manage intraday staffing levels
• Determine the most effective methods for needed intraday staffing adjustments
• Provides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherence
• Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met
• Act as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact production

Senior Workforce Analyst – Contact Center

Learning and Development

• Deliver sales training presentations for door-to-door and call center reps
• Create and translate training materials and sales-oriented one sheets
• Become a subject matter expert and stay current on changing offers, products, and services, and master order entry systems and processes
• Develop audience-driven content and presentations, primarily using PowerPoint, optimized for virtual or in person delivery
• Ensure attention to detail in content creation and language nuance
• Create engaging, well-formatted, and learning online and live virtual content
• Communicate clearly and dynamically to all employee levels, from entry-level agents to C-level executives

Bilingual Fiber and Video Training Specialist

• Act as the Subject Matter Expert (SME) for AT&T wireless and internet products,
• Develop training materials for sales associates on AT&T Wireless products, services, and processes
• Deliver engaging and effective sales training presentations/courses to retail sales environment
• Communicate complex ideas and scenarios to facilitate understanding and learning among audiences
• Design and align courses with organizational goals, including choosing delivery methods and scheduling sessions
• Maintain an environment of rapid change and adaptation in order to keep up with new information and offerings

Training Specialist

Customer Support

• Provide first‑level technical support for software applications via phone, email, and chat
• Troubleshoot basic to intermediate software issues and guide users through resolutions
• Accurately document customer interactions, issues, and solutions in the ticketing system
• Escalate complex or unresolved issues to Tier 2/engineering teams following established procedures
• Follow troubleshooting scripts, knowledge base articles, and standard operating procedures
• Educate customers on product features, best practices, and self‑service resources
• Meet or exceed performance metrics such as quality, productivity, and customer satisfaction
• Maintain professionalism and empathy when handling challenging customer interactions
• Adhere to data security, privacy, and compliance standards in a remote environment

Application Support Specialist

Support Engineer

• You will be responsible for local IT L1.5 support / user support and act as the technical focal point on sites: maintenance of system and application software, networked desktops and laptops, and workstation configuration
• Maintenance of PCs and IT peripherals
• Maintenance of digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
• Install and maintain IT equipment and software (remotely or on-site)
• Perform installation compliance tests
• Advise and assist users with software onboarding and usage
• Handle user requests: incident and malfunction management
• Monitor and follow up on user support calls
• Populate and use the incident database: follow-ups, consolidation, problem-resolution documentation, trend analysis
• Assist in identifying and analyzing recurring issues
• Perform ticketing and activity reporting
• Contribute to user satisfaction: quality and timeliness of resolution (SLA)
• Contribute to continuous improvement: identify opportunities, propose solutions with associated gains, implement and deploy them
• Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
• Ensure traceability and reliably estimate remaining work for your activity to your Team Leader according to project processes (time entry, allocations)
• Update procedures and keep up to date with technological developments.

IT Support Technician

• You will be responsible for local Level 1.5 IT support / user support and act as the technical focal point on sites: maintenance of system and application software, networked PCs and laptops, and workstation configuration
• Maintain PCs and IT peripherals
• Maintain digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
• Install and maintain IT equipment and software (remotely or on-site)
• Perform compliance tests on installations
• Advise and support users in getting started with and using their software tools
• Handle user requests: incident management and troubleshooting
• Track the handling of user calls/tickets
• Populate and use the incident database: follow-ups, consolidation, documentation of problem resolutions, trend analysis, etc.
• Participate in identifying and analyzing issues encountered
• Perform ticketing and report on your activity
• Contribute to user satisfaction: quality and timeliness of resolution (SLA)
• Contribute to continuous improvement: identify opportunities, propose solutions with associated benefits, implement and deploy
• Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
• Ensure traceability and reliably estimate remaining work for your activities to your Team Leader according to project processes (time tracking, allocations)
• Update procedures and monitor technology trends.

Operations

• Define and execute a multi-year enterprise systems architecture and optimization roadmap
• Oversee administration, performance, and continuous improvement of contact center platforms, CRM, and support systems
• Ensure system reliability, uptime, data integrity, security, and compliance across all enterprise platforms
• Lead vendor strategy, negotiate service-level agreements, and manage critical incident resolution
• Evaluate, implement, and optimize AI-driven tools to enhance performance, coaching, and analytics capabilities
• Drive enterprise initiatives including Single Sign-On, integrations, and system interoperability
• Partner with Sales, Support, Field Operations, IT, and Training to align platforms with operational needs
• Lead, develop, and mentor a high-performing Systems Operations team
• Promote user adoption through communication, training alignment, and documentation standards

Senior Director – Systems Operations

Account Manager

• Serve as the primary point of contact between DSI, AT&T stakeholders, and NDSb dealer teams
• Lead and execute NDSb-specific initiatives, ensuring timely and aligned implementation
• Align DSI support with AT&T and dealer business sales objectives through structured communication
• Identify operational opportunities and support process improvements impacting the business channel
• Analyze sales reports and performance data to identify business sales and engagement trends
• Communicate insights, program updates, and strategic priorities to internal and external stakeholders
• Partner with training and design teams to develop business-focused field and dealer-facing materials
• Maintain subject matter expertise on NDSb programs, processes, and account expectations
• Spend time in the field engaging with dealer teams to understand business sales execution
• Represent DSI professionally at meetings, dealer engagements, and AT&T events (overnight travel required)

National Account Manager – Neighborhood Direct Sales

Recruitment

• Build strong, trust‑based partnerships with business leaders by developing a deep understanding of their talent needs, team dynamics, and strategic priorities.
• Source, engage, and attract top talent to support growth across your assigned business unit and strengthen DSI’s overall talent pipeline.
• Manage the full recruitment lifecycle, including talent assessment, problem‑solving recruitment challenges, and designing and executing innovative sourcing and engagement strategies.
• Serve as a DSI brand ambassador, clearly communicating our value proposition and enhancing our presence in the talent market.
• Maintain a rigorous focus on quality, using metrics and outcomes, including quality of hire, to evaluate process effectiveness and organizational impact.

Business Analyst – Agile Scrum Master

Business Intelligence Developer

Data Quality Analyst

Senior Workforce Analyst – Contact Center

Bilingual Fiber and Video Training Specialist

Training Specialist

Application Support Specialist

IT Support Technician

IT Support Technician

Senior Director – Systems Operations

National Account Manager – Neighborhood Direct Sales

Corporate Recruiter