Technical Business Analyst - Contact Center Solutions
Brooksource is looking for a Technical Business Analyst to be a part of our Fortune 500 insurance client's team. This person will play a crucial role in supporting and enhancing our Contact Center solution. As a Technical Business Analyst, you will bridge the gap between business needs and technical solutions, ensuring that our Contact Center operates efficiently and effectively to meet our customer service goals. You will collaborate closely with stakeholders from various departments to gather requirements, analyze processes, and translate business needs into technical specifications. This role requires a strong understanding of Contact Center technologies, business processes, and excellent analytical and communication skills.
Minimum Qualifications:
5+ years of experience as a Technical Business Analyst, Project Manager, or similar roles, specifically supporting Contact Center solutions.
Experience with Contact Center solutions such as Five9, Pindrop, and Verint.
Strong understanding of Contact Center technologies such as IVR systems, ACD, CRM integrations, telephony platforms (e.g., VOIP), and workforce management tools.
Experience managing projects through completion.
Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
Excellent analytical and problem-solving skills, with the ability to analyze complex business processes and propose technical solutions.
Experience with Agile methodologies and tools.
Exceptional communication skills with the ability to effectively collaborate with stakeholders at all levels of the organization.
Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
Responsibilities:
Requirements Gathering: Work closely with business stakeholders to understand and document business requirements related to the Contact Center solution.
Analysis and Documentation: Analyze existing business processes and systems to identify opportunities for improvement and efficiency gains. Document current and future state processes, data flows, and system interfaces.
Technical Specifications: Translate business requirements into clear technical specifications and user stories for development teams. Ensure requirements are detailed, unambiguous, and aligned with business objectives.
Solution Design: Collaborate with technical teams to design solutions that meet business requirements and align with overall system architecture standards.
Change Management: Support change management processes by providing impact assessments, training materials, and communication plans for stakeholders affected by Contact Center solution enhancements.
Continuous Improvement: Proactively identify opportunities to enhance Contact Center functionalities, improve operational efficiencies, and optimize customer service experiences.
Vendor Management: Liaise with third-party vendors such as Five9, Pindrop, and Verint to understand product roadmaps, coordinate implementations, and resolve technical issues as they relate to the Contact Center solution.
About Brooksource
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.