Business System Analyst

2 weeks ago

Austin, TX, United States ACL Digital Full time

Title: Business System Analyst / Technical Analyst
Location: Preferred: Austin, TX / Can go with a remote candidate in US as well if candidate is really strong, but preference is onsite Austin, TX
Bill Rate : $82.47/hr
Duration: Long Term

Job Description:
• Gather and define requirements/solutions for Contact Center solutions
• Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
• Perform in-depth analysis to identify high-level business and functional requirements.
• Create and maintain requirements and functional documentation to support the development and QA processes.
• Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
• Design, develop, deploy and maintain Business Rules / Configurations etc.
• Partnering 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 end2end 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
• Understating 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.

  • Business Systems Analyst

    2 weeks ago

    Austin, TX, United States RIT Solutions, Inc. Full time

    Business Systems Analyst 3 days a week in office in the Seaport in Boston, MA Position Overview: We are looking for a Business Analyst to join our dynamic team. The ideal candidate will play a key role in analyzing business processes, identifying opportunities for improvement, and supporting decision-making to enhance operational efficiency and customer...

  • Business Systems Analyst

    4 days ago

    Austin, TX, United States Allied Consultants (Texas) Full time

    Overview Allied Consultants, Inc is a proudly Austin based firm with over 33 years of experience delivering top-tier technical and business professionals within Texas State Agencies. We are currently seeking an experience Business Systems Analyst to play a key role within a high-impact technical services team. At Allied Consultants, we value our...

  • Business System Analyst

    6 days ago

    Austin, TX, United States Omni Inclusive Full time

    Role: Business System Analyst Location: Bay Area, CA / Austin, TX Qualifications: Bachelor's degree in business or related field or an MBA is nice to have 10+ years experience in business analysis or a related field. Experience with web application development, API development and Integration processes and systems. Strong SQL PL/SQL knowledge with data...

  • Business Systems Analyst

    6 days ago

    Austin, TX, United States Charles Schwab Full time

    Your Opportunity At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the...

  • Business Systems Analyst

    1 week ago

    Austin, TX, United States Veterans Sourcing Group LLC Full time

    Business Systems Analyst Location: Austin, TX Duration: 12 Month ContractSummary: The Business Systems Analyst is a key member of the Center of Excellence (CoE) group, whose mission is to clarify, quantify, optimize, and advise the organizations support services to maximize performance, customer satisfaction, and value to ensure profitability, through...

  • Business Systems Analyst

    2 days ago

    Austin, TX, United States Veterans Sourcing Group LLC Full time

    Business Systems Analyst Location: Austin, TX Duration: 12 Month ContractSummary: The Business Systems Analyst is a key member of the Center of Excellence (CoE) group, whose mission is to clarify, quantify, optimize, and advise the organizations support services to maximize performance, customer satisfaction, and value to ensure profitability, through...

  • Compensation Business Systems Analyst

    1 week ago

    Austin, TX, United States META Full time

    Summary: Meta is seeking a Business Systems Analyst with analytical and operational experience to work on systems-related business needs that support the Compensation Team. As a Business Systems Analyst, you will help develop and maintain tools to provide data and analytics to the greater Compensation team. Required Skills: Compensation Business Systems...

  • Compensation Business Systems Analyst

    2 days ago

    Austin, TX, United States META Full time

    Summary: Meta is seeking a Business Systems Analyst with analytical and operational experience to work on systems-related business needs that support the Compensation Team. As a Business Systems Analyst, you will help develop and maintain tools to provide data and analytics to the greater Compensation team. Required Skills: Compensation Business Systems...

  • Business System Analyst

    2 weeks ago

    Austin, TX, United States Tekfortune Inc Full time

    Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for worlds leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our...

  • Business System Analyst

    2 weeks ago

    Austin, TX, United States Tekfortune Inc Full time

    Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for worlds leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our...