Business Analyst

5+ years of industry experience in ecommerce/services industries 5+ years of prior experience as Business Systems Analyst or similar role Extensive experience in contact center operations, contact center technologies, and contact center strategies Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences Comfortable with high pressure, high profile and fast-paced projects Exposure to Technical Project management and Prioritization process Strong written and verbal communication skills Expertise in Excel, SQL and other similar tools for data analysis Strong visualization skills or ability to put together a strong data narrative on solutions/experiences Expertise in JIRA and Agile methodology Proven understanding of high-performing organizations with Release cycles 2+ years of Routing Development Experience in Genesys Contact Center Solutions Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS Experience in troubleshooting routing issues in production Responsibilities

Review and/or support the development of Contact Routing requirements/solutions for various contact experiences 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 while driving Contact Routing solutions with the stakeholders Design, develop, deploy and maintain global routing configurations Be the Point of Contact for routing related changes, and troubleshooting Become a subject matter expert on the various systems, functions, and global processes by 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 Drive discussions to investigate/ troubleshoot on issues for resolution Documenting changes and presenting updates to Senior Leadership team Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations 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 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 teams to understand key drivers Qualifications

Bachelor's degree in Management / IT 5+ years of industry experience in ecommerce/services industries 5+ years of prior experience as Business Systems Analyst or similar role Extensive experience in contact center operations, contact center technologies, and contact center strategies Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences Comfortable with high pressure, high profile and fast-paced projects Exposure to Technical Project management and Prioritization process Strong written and verbal communication skills Expertise in Excel, SQL and other similar tools for data analysis Strong visualization skills or ability to put together a strong data narrative on solutions/experiences Expertise in JIRA and Agile methodology Proven understanding of high-performing organizations with Release cycles 2+ years of Routing Development Experience in Genesys Contact Center Solutions Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS Experience in troubleshooting routing issues in production Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset Responsibilities

Review and/or support the development of Contact Routing requirements/solutions for various contact experiences 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 while driving Contact Routing solutions with the stakeholders Design, develop, deploy and maintain global routing configurations Be the Point of Contact for routing related changes, and troubleshooting Become a subject matter expert on the various systems, functions, and global processes by 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 Drive discussions to investigate/ troubleshoot on issues for resolution Documenting changes and presenting updates to Senior Leadership team Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations 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 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 teams to understand key drivers Day to Day Responsibilities of this Position and Description of Project:

Alternate Job title: Technical Systems Analyst...

Job Description:

Review and/or support the development of Contact Routing requirements/solutions for various contact experiences.

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 while driving Contact Routing solutions with the stakeholders.

Design, develop, deploy and maintain global routing configurations.

Be the Point of Contact for routing related changes, and troubleshooting.

Become a subject matter expert on the various systems, functions, and global processes by 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.

Drive discussions to investigate/ troubleshoot on issues for resolution.

Documenting changes and presenting updates to Senior Leadership team.

Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.

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 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 teams to understand key drivers.

Ability to work across organizational departments and develop positive relationships.

Required Qualifications :

Bachelor's degree in Management / IT

5+ years of industry experience in ecommerce/services industries

5+ years of prior experience as Business Systems Analyst or similar role.

Extensive experience in contact center operations, contact center technologies, and contact center strategies. Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.

Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences

Comfortable with high pressure, high profile and fast-paced projects

Exposure to Technical Project management and Prioritization process

Strong written and verbal communication skills

Expertise in Excel, SQL and other similar tools for data analysis

Strong visualization skills or ability to put together a strong data narrative on solutions/experiences

Expertise in JIRA and Agile methodology.

Proven understanding of high-performing organizations with Release cycles.

Optional Qualifications :

2+ years of Routing Development Experience in Genesys Contact Center Solutions

Expert in Genesys Rules Engine and rules development

Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS

Experience in troubleshooting routing issues in production. Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset

Company information AVA Consulting is a global Staffing and Services company that specializes in providing highly talented resources to our clients, either on a Contract basis or as Full Time Employees of our clients. We have many Fortune 1000 companies that have been our clients for years.The "Mantra" to our success is "Quality". We have been recognized and awarded by several of our clients as their preferred "Go To" company for their resource needs.Our deep understanding of client needs and a robust quality driven recruiting methodology has led to satisfied clients across many sectors including Information Technology (IT), Finance & Accounting, all types of Engineering (Civil, Mechanical, Electrical etc), Scientific, Healthcare, Admin/Clerical, Sales & Marketing, Business Professional and many more.There is an unmatched passion running through our veins We love to provide superior service to our clients.We Specialize in the following areas:Customer Relationship ManagementBusiness Process OutsourcingFinding and recruiting highly talented resourcesOther Professional Services such as SOW Computer Software, Information Technology and Services, Management Consulting, Human Resources, Staffing and Recruiting Privately Held Company Specialties: Business Process Outsourcing, IT Consulting, Statement of Work (SOW) Services, and Staffing & Recruitment

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