Business Systems Analyst - Contact Center

The Department of Citizen Services & Response is seeking a skilled Contact Center Business and Systems Analyst with a deep understanding of contact center technologies to manage and optimize our city’s integrated cloud-based contact center. Current environment includes Cisco Webex Contact Center and Interactive Voice Response system (IVR) and Calabrio Work Force Management system (WFM). 

The ideal candidate will be responsible for supporting the business stakeholders and end-users that rely on these technologies through configuration, user support and training, to help teams better meet the City’s mission of excellent customer service. 

Candidate will collaborate with various stakeholders, IT partners and vendors to gather requirements, document processes, and support the implementation of system changes and ensure solutions continue to align with business goals and meet the needs of end-users.

Platform Management 

• Centered on Cisco’s Webex Contact Center, Cisco IVR and Calabrio WFM & QM: 
• Configure and update platforms to meet operational needs of the city's contact center teams. 
• Perform new and existing user administration.
• Assist in project-oriented enhancements, system level changes or new implementations.
• Coordinate with internal IT leads and/or vendor for scheduled upgrades, maintenance, troubleshooting and user support as needed.
• Develop in-depth system expertise in order to understand all system capabilities and how best to utilize to for business and operational optimization. 

 

Project Leadership / Requirements Analysis

• Collaborate with business stakeholders to gather and document business requirements and business processes.
• Understand and communicate scope and impact of planned software updates or upgrades through research and user acceptance testing
• Coordinate with IT partners, vendors and impacted teams to minimize operational impact of any changes and upgrades
• Translate business requirements to specific and complete functional requirements to be relied upon by designated project team 
• Collaborate with project team and business stakeholders to validate all necessary business requirements and operational needs are being fulfilled from project beginning to completion.

Process Improvement:

• Work directly with stakeholders and end users to understand diverse operational needs. 
• Analyze business processes, industry trends, best practices, etc. to identify and recommend opportunities for improvement. 
• Develop process maps, workflows, and documentation to support business processes.

System Configuration & Implementation:

• Work closely with the technical and vendor teams to implement system configurations or changes that meet business requirements.
• Assist in the development of test configurations, test plans, and user acceptance testing (UAT).
• Provide ongoing support during implementation of upgrades, updates, or new related technologies and ensure smooth transition to the new system.

 

Stakeholder Communication:

• Act as a liaison between business stakeholders and technical or vendor leads.
• Facilitate meetings and workshops to ensure alignment on project goals and deliverables.
• Create and present reports to leadership to support recommendations for any system or operational changes.
• Communicate project status, risks, and issues to relevant stakeholders.

 

Documentation & Training:

• Develop and deliver training for end users in person or remotely to ensure effective use of systems.
• Improve training and operational procedures where needed to increase efficiency and productivity.
• Create and maintain comprehensive documentation for system changes, processes, and workflows.

 

Quality Assurance:

• Conduct system testing or user acceptance testing as appropriate to ensure business requirements are met.
• Troubleshooting and root cause analysis to Identify and help resolve user or system issues. 
• Ensure proposed system changes, upgrades or new implementations continue to meet business needs and are free of critical defects.

 

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills and ability to tailor communications to technical and non-technical stakeholders.
• Proficiency in business analysis tools and techniques
• Ability to manage multiple projects and priorities simultaneously
• Proficiency in MS Office, Teams, and SharePoint

Minimum Training and Experience 

• Bachelor's degree in related field or equivalent experience
• 3-5 years of experience as a Platform Manager,  Business Systems Analyst or similar role
• Strong knowledge of cloud-based contact center solutions, VoIP, and related technologies
• Familiarity with software development lifecycle (SDLC) and agile methodologies

Preferred Experience

• Relevant certifications (e.g., CIsco Certified Specialist, Webex Contact Center, Business Analyst Certifications) a plus
• Experience working with system integrations and APIs is a plus
• Experience with business process modeling, data analysis, and project management.

Salary : $70,122 - $109,963