Business Analyst- Contact Center

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Job description

Required Skills:

• Bachelor's degree in Management / IT.
• 5+ years of industry experience in ecommerce/services industries.
• 5+ years of prior experience as Business Systems Analyst or similar role.
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• 3+ years of Routing Development Experience in Genesys Contact Center Solutions.
• Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.
• Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences.
• Comfortable with high pressure, high profile and fast-paced projects.
• Exposure to Technical Project management and Prioritization process.
• Strong written and verbal communication skills.
• Expertise in Excel, SQL and other similar tools for data analysis.
• Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
• Expertise in JIRA and Agile methodology.
• Proven understanding of high-performing organizations with Release cycles.

Preferred Qualifications:

• Expert in Genesys Rules Engine and rules development.
• Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS.
• Experience in troubleshooting routing issues in production.
• Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset.

Responsibilities:

• Review and/or support the development of Contact Routing requirements/solutions for various contact experiences.
• 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 while driving Contact Routing solutions with the stakeholders.
• Design, develop, deploy and maintain global routing configurations.
• Be the Point of Contact for routing related changes, and troubleshooting.
• Become a subject matter expert on the various systems, functions, and global processes by 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.
• Drive discussions to investigate/ troubleshoot on issues for resolution.
• Documenting changes and presenting updates to Senior Leadership team.
• Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
• 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 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 teams to understand key drivers.
• Ability to work across organizational departments and develop positive relationships.

- provided by Dice