Business Systems Analyst

Our client is seeking a Call Center Technologies Business Systems Analyst with emphasis on Genesys and IVR. 



Position description and duties include:

 

1. Identifies, implements, and manages policies, procedures, and processes that contribute to the business objectives

2. Works with business users to define business process design, business/system requirements, and translates those requirements into functional design and future state process documentation or RFI/RFP documents.

3. Assists in business case development for new projects.

4. Develops expertise in the relevant business area and ensures that the system applications support the current and planned future needs of the business

5. Monitor help desk ticket flow and provide assistance to support vendor in resolving tickets. Coordinate end user testing for ticket resolution when required.

6. Ensures IS project is executed with quality, efficiency, and maximum probability of success by adhering to Project Management Office (PMO) project governance procedures.



Preferred Experience:

· Understanding of business processes and Genesys call center solutions and functions,

· Direct application support experience is required in the areas of voice applications design, inbound call centers, outbound routing, reporting, IVR, CTI, ACD, Quality Monitoring, and call management systems

· Must have working knowledge and expertise with Genesys Outbound Contact Manager, CC Pulse & CC Analyzer.

· Previous experience with Genesys Voice Platform and working knowledge of IVR technology.
Genesys Outbound Dialing Systems experience is required in creating new campaigns, configuring treatments, dialing filters and profiling agents.

·  Minimum of 5 years previous call center support experience.

·. Knowledge of Siebel CRM preferred



Special Requirements (software packages, soft skills, travel required, etc.):

·  Excellent oral and written communication skills

·  Strong logic, analytical and organizational skills

·  Ability to work with minimal supervision.

· Ability to work with strict deadlines