Contact Center Business Analyst

Job title:

Contact Center Business Analyst

Company

Global Excel Management

Job description

Job Description:Contact Center Business AnalystThe Contact Center Business Analyst is the business expert for the Contact Center Solutions. This position exists to provide one point of contact for the business application of Genesys Cloud as well as for all GEM Contact Center Solutions. They will act as liaison between the business and IT for all new line, IVR and configuration change requests. They will support all Contact Center teams across sites with their business needs such as training, support, optimization recommendations, configuration performance etc. The Contact Center Solutions Business Analyst will partner with business leaders to translate their business needs into functional requirements and system solutions. They will be responsible to write user stories and to lead user acceptance testing of change requests or projects. They will also support the implementation of new features and functionalities within the business units across GEM. Finally, the incumbent will closely partner with key stakeholders to ensure the collaboration and communication of changes impacting their area.What does your typical day look like?

• Build document library for IVR maps and Genesys, user guides & training materials;
• Document process for the New Line Request and IVR Change Request;
• Create a standard template for the submission of new line and IVR configuration change request to ITSD;
• Track IVR changes which includes effective and expiry dates for change requests;
• Coordinate testing of new line or IVR changes;
• Communicate changes to key stakeholders for changes impacting their area;
• Support the implementation of new Genesys Cloud features or functionalities within the business;

• Guide and coach business throughout the requirements gathering process;
• Translate business needs into functional requirements (write user stories);
• Participate in the design and execution of test cases to verify the conformance of delivered systems;
• Ensure UAT is completed;
• Provide go-live support to the business;

• Monitor and assess the performance of Genesys Cloud configuration/routing and provide feedback and recommendations for improvement to the business;
• Partner with the business to help translate their business needs into functional requirements and system solutions;
• Foster a collaborative working relationship with key stakeholders’ groups such as SI IT and operational leaders /SME’s;
• Join the Genesys community to stay up to date;
• Stay current with Contact Center industry best practices and trends;
• Document Genesys Cloud configuration best practices;
• Standardize configuration best practices where possible;
• Escalate requests for exceptions as appropriate;
• Educate the business on Genesys Cloud best practices and change request process.

Major Challenges

• Collaborating with multiple stakeholders (multiple operational teams, IT, IS, external partners etc.);
• Staying current with system functionalities;
• Managing due dates and deliverables in a face paced environment.

What skills and experience are we looking for?

• Post-secondary degree in Business Administration or Information Technology or 2 years of related experience in a Business Analysis role preferably in a contact center;
• At least 3 years of customer contact center experience;
• Solid experience in Contact Centre technology (ie Call Routing/IVR, Genesys, NICE/ IEX, Avaya, Cisco etc);
• Experience using chat, chatbots, SMS and automation would be an asset;
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Project, Visio);
• Very good verbal and written skills in English; French is an asset.
• Highly self-motivated and directed;
• Logical and efficient, with keen attention to detail;
• Superior data gathering, elicitation, analytical and problem-solving skills;
• Strong presentation and meeting management skills;
• Very good communications skills and team work.

When you apply:If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.We offer you:At Global Excel we believe in investing in our employees!

• Competitive wages;
• Group health /dental benefits, RRSP matching;
• Paid training and the opportunity for professional development;
• Growth and advancement opportunities;
• Work life balance;
• Focus on health and wellness initiatives with an excellent EAP program;
• Employee engagement programs that focus on fitness, food and fun.

Expected salary

Location

Sherbrooke, QC

Job date

Sat, 03 Aug 2024 03:47:22 GMT

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