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IVR Business Systems Analyst

2 months ago

Austin, United States ACL Digital Full time

Title: IVR Business Systems Analyst

Location: Preferred: Austin, TX / Can go with a remote candidate in US as well if candidate is really strong, but preference is onsite Austin, TX


Job Description:


Required Qualifications:

  • Bachelor's degree in Management / IT
  • 5+ years of prior experience as Tech Analyst / Business Systems Analyst or similar role
  • 5+ years of industry experience in Contact Center Domain and Contact Center technologies
  • Understating of CRM applications
  • Knowledge of Contact Center technologies like Genesys Cloud, Genesys, Qualtrics, NICE etc.
  • Comfortable with high pressure, high profile and fast-paced projects
  • Exposure to Technical Project management and Prioritization process
  • Strong communication, collaboration, and stakeholder management skills
  • Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
  • Expertise in JIRA and Agile methodology.
  • Expertise in documentation tools like Confluence
  • Experience in Excel, SQL and other similar tools for data analysis
  • Proven understanding of high-performing organizations with Release cycles.
  • Experience implementing or system administrating SaaS platforms.


Responsibility:


  • Gather and define requirements/solutions for Contact Center solutions
  • Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys etc.) and Contact Center technologies like Genesys Cloud, Qualtrics etc.
  • Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
  • Perform in-depth analysis to identify high-level business and functional requirements.
  • Create and maintain requirements and functional documentation to support the development and QA processes.
  • Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
  • Design, develop, deploy and maintain Business Rules / Configurations etc.
  • Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
  • Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
  • Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
  • Lead QA efforts in writing test cases and perform end2end testing to validate the expected experience.
  • Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
  • Work with developers / system engineers to manage sprints and perform Release Management tasks.
  • Ability to define and monitor KPIs on solutions to drive continuous improvement.
  • Analyze trends in product solutions to identify customer problems and new opportunities; partner with core stakeholders to understand key drivers
  • Strong communication, collaboration, and stakeholder management skills