Business System Analyst

2 months ago

Austin, 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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