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Business Systems Analyst

2 months ago

Malvern Pennsylvania, United States iSoftTek Solutions Inc Full time

About the Role:

iSoftTek Solutions Inc is seeking a highly skilled Business Analyst to join our team. As a Business Analyst, you will play a critical role in building modern Contact Center applications for our leading Financial Services customers.

Key Responsibilities:

  • Collaborate with the Customer Experience and Contact Center teams to understand customer conversations during phone calls and chats.
  • Develop customer use cases, personas, scenarios, workflows, and functional requirements for a Conversation AI platform.
  • Optimize conversational workflows, suggest improvements, and identify self-service/bot automation opportunities to provide a better experience for end customers.
  • Work across time zones and articulate functional requirements to development teams.
  • Develop and maintain accurate and detailed documentation and presentations.

Requirements:

  • Minimum of 5 years of Business Analyst experience with a technical background.
  • Knowledge of Contact Center technologies such as Genesys, Nice, Amazon Connect, Kore.AI, or other Conversational AI Platforms.
  • Technical background with a good understanding of cloud software development in Agile Scrum.
  • Experience working across time zones.
  • Ability to articulate functional requirements using technology terms to development teams.
  • Excellent documentation and presentation skills.

About iSoftTek Solutions Inc:

iSoftTek Solutions Inc is a leading provider of innovative technology solutions. We are committed to delivering exceptional customer experiences and driving business growth through our cutting-edge applications.