Contact Center Business System Analyst / Technical Analyst

Job Title : Contact Center Business System Analyst / Technical Analyst

Location : Austin, TX (3 days onsite)

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 :