Business Systems Analyst

4 weeks ago


Austin, Texas, United States ACL Digital Full time
Job Title: Business System Analyst

Title: Business System Analyst / Technical Analyst

Location: Austin, TX or Remote (US)

Bill Rate: $82.47/hr

Duration: Long Term

Job Summary:

We are seeking a highly skilled Business System Analyst to join our team at ACL Digital. The ideal candidate will have a strong background in Contact Center solutions and technologies, with excellent communication and collaboration skills.

Key Responsibilities:

  • Gather and define requirements/solutions for Contact Center solutions
  • Interact with stakeholders to facilitate collaboration between business and technical teams
  • Perform in-depth analysis to identify high-level business and functional requirements
  • Create and maintain requirements and functional documentation
  • Develop functional and detailed technical specifications
  • Design, develop, deploy, and maintain Business Rules/Configurations
  • Partner with operations and Tech teams to identify, scope, and solution for immediate challenges
  • Knowledge of Contact Center Domain and Contact Center technologies
  • Be the Point of Contact for technical issues and troubleshooting
  • Understanding of technology solutions and tools to convey to the business in a non-technical manner
  • Lead QA efforts in writing test cases and perform end2end testing
  • Ability to adapt to changing priorities and have customer success as the focus
  • 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

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
  • Understanding 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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