About the Role
Job Title: Sr. Business Systems Analyst Contact Centre Applications
Location: Austin, TX / Salt Lake City, UT / US-Remote
Duration: Long-term contract
Travel Requirement: Ability to travel into one of the work-location (About 15%)
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.