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Contact Center Business System Analyst

2 weeks ago

Austin, TX, United States ACL Digital Full time
Job Title: Business Analyst (IT) IV (Contact Center)
Location: Austin, TX (Hybrid 2-3 days onsite per week)

Required Qualifications:
  • 5+ Years of experience in contact Center applications(Genysys)
  • 3+ Years of hands-on experience in Genesys Cloud Integration.
  • Hands on experience in Voice, Chat, Email and Website Channel.
  • 5+ Years of Hands-on experience 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.