Business Systems Consultant

4 weeks ago

Rancho Cordova, California, United States Blue Shield of CA Full time

Job Summary

The Business Systems Analyst, Consultant will play a key role in supporting Blue Shield of California with the design, development, and management of Verint, Genesys, and Avaya platforms. This includes providing business support expertise and managing requirements deliverables.

Key Responsibilities

  • Consult and lead complex data analysis, needs assessments, and cost/benefit analysis to align information technology solutions with business initiatives.
  • Formulate and define complex systems scope and objectives through research combined with an understanding of applicable business systems and industry requirements.
  • Develop or modify information systems, including analysis of business and user needs, documenting requirements for complex or new systems.
  • Lead research, impact analysis, and determine the level of effort to complete requirements elicitation and defining the breakdown of tasks, resource loading, issue tracking, and resolution management.
  • Be responsible for developing and implementing new products and/or approaches in conjunction with implementing new/existing technologies.
  • Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys, and Avaya systems.
  • Configure and validate changes to access, routing, quality monitoring forms, speech categories, and desktop triggers as needed by the business.
  • Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations.
  • Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms.
  • Produce technical guides, standard methodologies documents, and configuration and installation content for internal and external use.

Requirements

  • Requires a bachelor's degree or equivalent experience.
  • Requires at least 7 years of prior relevant experience in supporting workforce management, contact center performance, or reporting and analytics.
  • Functional knowledge of contact center operations.
  • Superb communication skills with the ability to provide both verbal and written instruction to a wide audience.
  • Knowledge of Verint Forecasting & Scheduling, Performance Management, and DPA is required.
  • Knowledge of Avaya or Genesys call routing highly desired.
  • Strong interpersonal skills and good judgment with the ability to work as part of a team required.

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