Description
Contact Center Techno-Functional Business Analyst
Primary contact for moderately complex technical issues; demonstrated development as internal consultant is required to progress. Individuals in this position advise others on the completion of complex systems analysis, programming, or systems administration tasks, lead moderately complex projects, serve as technical lead in a work group or on project teams, work under severe deadlines and workload, and given general objectives, determine and complete tasks with a high degree of independence.
Primary Accountabilities include:
Primary technical contact assisting with the creation, support, and maintenance of moderately complex systems; Internal consultant on intricate analysis and systems administration tasks; lead technically involved projects; Work under extreme task loads with full understanding of client business organization, practices, and requirements; Given general objectives, determine tasks and work with a high degree of independence; act to prevent errors; Represent organization; serve as primary organizational contact on technically difficult projects; Work directly with senior management to solve complex technical problems related to specific business issues; Promote work group development; guide and assist to improve understanding of business and technical processes.
Minimum Education Requirements:
Bachelors degree in information systems, business administration, computer science, or equivalent technical field. An MBA is preferred
Minimum Experience Requirements:
at least 4 years experience in an information technology related position. Also include those with solid knowledge and experience with a major telephony application (Genesys or Avaya) and experience leading small/mid sized projects. Experience with designing, coding and implementing voice and routing strategies is still required.8 to 10 years in an information technology related position. Expert knowledge and experience with Genesys Contact Center technologies, including CTI, GVP, Framework, Interactive Insights, GPlus, and Management Layers. Experience with designing, coding and implementing voice and routing strategies is required. Must have experience leading complex projects.
Must have strong analytical skills to evaluate complex business requirements and respond with quality technical specifications and solutions, while adhering to IT. System Development Lifecycle. Must have strong Business, interpersonal, communication skills to articulate IT. issues and work with end-users and various levels of management. Strong verbal and written English language skills are required. Must have strong time management skills to accommodate work on multiple, concurrent projects and proficient completion of administrative tasks. Strong and diverse technical skills across multiple platforms and operation environments. Must have interpersonal skills and the ability to coordinate actions with supervisor and technical support offices. Must have the ability to manage a team of staff and consultants. Ability to train and direct less experienced staff and consultants is desired. Must have/obtain proficiency with MS Office applications. Must have/obtain complete and in depth knowledge of client organizations/business functions, processes, and systems. Familiarity with at least one programming language and proficiency with SQL is required.
Preferred skills:
familiarity with major CRM and ERP applications; familiarity with Relational Database Management System development and support tools; and familiarity with common database reporting tools. Multi-lingual skills are a plus. International experience is advantageous.