Business Systems Analyst

5 days ago

Austin, Texas, United States ACL Digital Full time

Job Title: Business System Analyst

Job Summary:

We are seeking a highly skilled Business System Analyst to join our team at ACL Digital. As a Business System Analyst, you will be responsible for gathering and defining requirements for Contact Center solutions, interacting with stakeholders to facilitate collaboration between business and technical teams, and performing in-depth analysis to identify high-level business and functional requirements.

Key Responsibilities:

  • Gather and define requirements 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 to support development and QA processes
  • Develop functional and detailed technical specifications that support approved functional, operational, and service level requirements
  • Design, develop, deploy, and maintain Business Rules/Configurations
  • Partner with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations
  • Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys, etc.) and Contact Center technologies like Genesys Cloud, Qualtrics, etc.
  • Be the Point of Contact for technical issues and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues
  • Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner
  • Lead QA efforts in writing test cases and perform end-to-end testing to validate the expected experience
  • Being able to adapt/be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions
  • 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; partner with core stakeholders to understand key drivers
  • Strong communication, collaboration, and stakeholder management skills

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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