Business System Analyst

2 weeks ago

Austin, Texas, United States ACL Digital Full time

Title: Business System Analyst / Technical 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
Bill Rate : $82.47/hr
Duration: Long Term

Job Description:

• Gather and define requirements/solutions for Contact Center solutions

• 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.

• Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys etc.) and Contact Center technologies like Genesys Cloud, Qualtrics etc.

• 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

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.

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