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Contact Center Business Analyst - Only W2 (Remote)
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Job Title: Business Analyst (BA) Contact Centre
Location: Remote (US) Long term contract
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Job Title: Business Analyst (BA) Contact Centre
Location: Remote (US) Long term contract
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job