Business Systems Analyst
1 week ago
Business System Analyst / Technical Analyst
Location:
Austin, TX / Remote in US
Bill Rate:
$82.47/hr
Duration:
Long Term
Job Description:
- Define and gather requirements for Contact Center solutions, collaborating with stakeholders to facilitate collaboration between business and technical teams.
- Perform in-depth analysis to identify high-level business and functional requirements, creating and maintaining requirements and functional documentation to support development and QA processes.
- Develop functional and detailed technical specifications that support approved functional, operational, and service level requirements, designing, developing, deploying, and maintaining Business Rules / Configurations.
- Partner with operations and Tech teams to identify, scope, and solution for immediate challenges and known considerations, leveraging knowledge of Contact Center Domain and Contact Center technologies like Genesys Cloud, Qualtrics, etc.
- Be the Point of Contact for technical issues, troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
- Convey existing or changing technology to the business in a non-technical manner, leading QA efforts in writing test cases and performing end2end testing to validate expected experience.
- Adapt to changing priorities, focusing on customer success to drive critical experiences/solutions, working with developers/system engineers to manage sprints and perform Release Management tasks.
- Define and monitor KPIs on solutions to drive continuous improvement, analyzing trends in product solutions to identify customer problems and new opportunities, partnering with core stakeholders to understand key drivers.
- Strong communication, collaboration, and stakeholder management skills are essential for this role.
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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