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.
Required Qualifications:
Bachelor's degree in Management / IT
5+ years of prior experience as Tech Analyst / Business Systems Analyst or similar role
5+ years of industry experience in Contact Center Domain and Contact Center technologies
Understating of CRM applications
Knowledge of Contact Center technologies like Genesys Cloud, Genesys, Qualtrics, NICE etc.
Expertise in JIRA and Agile methodology.
Experience in Excel, SQL and other similar tools for data analysis