Business Systems Analyst
4 weeks ago
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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