What are the responsibilities and job description for the Contact Center Business System Analyst / Technical Analyst position at ACL Digital?
Job Title: Contact Center Business System Analyst / Technical Analyst
Location: Austin, TX (3 days onsite)
Duration: 6 Months, high possibility of extensions
Job Description:
Responsibilities:
- 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.
