What are the responsibilities and job description for the Business System Analyst / Technical Analyst position at ACL Digital?
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 :
Salary : $82
