Contact Center Business Analyst
- SecureKloud Technologies Inc
81 Days Ago
NA
NA
Remote
5-8 Years
Required Skills: Contact Center, Contact Centre, IVR, Interactive Voice Response, Genesys, Business Analyst, Business System Analyst
Job Description
Job Title: Business Analyst (BA) Contact Centre
Job Description:
Our client is seeking a highly skilled and motivated Business Analyst (BA) to join our team remotely. The ideal candidate will have experience working in Contact Centre environments, with a focus on Genesys and Interactive Voice Response (IVR) technologies. As a Business Analyst, you will be responsible for gathering business requirements, analyzing processes, and working closely with stakeholders to design and optimize contact center solutions.
Key Responsibilities:
- Business Requirements Gathering: Collaborate with business users, stakeholders, and IT teams to gather and document requirements related to contact center operations.
- Process Mapping: Analyze and document business processes related to call flows, IVR design, and customer service procedures within a Genesys-based contact center environment.
- Genesys and IVR Expertise: Understand and apply knowledge of Genesys Contact Center solutions and IVR systems to deliver functional requirements and ensure optimal performance.
- Solution Design: Develop functional specifications and assist in designing IVR scripts, workflows, and system integrations for enhanced customer experience.
- Stakeholder Management: Serve as the liaison between business teams, technical teams, and vendors to ensure that solutions align with business goals and objectives.
- Data Analysis: Analyze contact center performance data to identify opportunities for optimization, efficiency improvements, and troubleshooting.
- Testing and Quality Assurance: Collaborate with QA teams to design test cases, perform user acceptance testing (UAT), and ensure that the solution meets business requirements.
- Documentation: Create and maintain clear and comprehensive documentation, including business requirements, process flows, use cases, and system configurations.
Skills & Qualifications:
- Experience: At least 8+ years of experience in a Business Analyst role within a Contact Centre environment, with expertise in Genesys and IVR systems.
- Technical Expertise: Strong understanding of Genesys Contact Center technologies, IVR design, call flow management, and integration with backend systems.
- Analytical Skills: Ability to analyze business processes, identify inefficiencies, and propose improvements.
- Communication: Strong verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- Problem-Solving: Ability to troubleshoot and resolve issues related to contact center technology and business processes.
- Tools: Familiarity with Genesys reporting and analytics tools, CRM systems, and database management.
- Project Management: Experience in Agile methodologies and working in cross-functional teams.
- Education: Bachelor s degree in business administration, Information Technology, or a related field (preferred).
Preferred Qualifications:
- Certifications: Certification in Genesys solutions or other relevant contact center technologies is a plus.
- Experience in Remote Work: Prior experience working in a fully remote environment is highly desirable.
Why Join Us?:
- Work with an innovative team on cutting-edge technologies in the contact center space.
- Competitive salary and benefits.
- Flexible, remote work environment.
- Opportunities for career growth and development.
