IT Business Analyst-CCaaS Cloud-Genesys CX

• Be the liaison between the business units, technology teams and support teams

• Act as a business facing primary point-of-contact for contact center initiatives, for one or more projects depending on size and complexity

• Gather technical requirements during migrations, implementations, and changes

• Working with engineering, management, subject matter experts, and the business to review and analyze RFP requirements while participating in the solution design

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis

• Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding

• Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements and deliver the following as needed: functional requirements, business requirements document, and use cases

• Develop requirements specifications according to standard templates

• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs

• Facilitate port process when required

• Support UAT activities

• Develops and maintains technical competency for all core products

• Participate in solution review meetings

• Creating business facing material

• Process documentation and creation

• The ability to understand and create complex flows

• Identifying training opportunities and participating in training development and delivery

• Supporting enterprise strategic initiatives and projects

• Low to moderate level Genesys Cloud / Amazon Connect builds and/or changes

• Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience

• 4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify technical solutions, risks and risk mitigation strategies OR in a similar Business Analyst role

• Understanding of public cloud and private cloud CCaaS, IaaS, PaaS, SaaS and UCaaS

• Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, chat and/or web messaging, Email, SMS, VoIP, DID, TFN, DNIS, call recording and screen recording.

• Proven ability to work in fast-pace environment and multi-task appropriately against competing priorities and deadlines under limited supervision

• Ability to work well both independently and in teams

• Understanding of project management processes and relevant project management experience

• Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams

• Excellent interpersonal skills to interact with customers, senior-level personnel and Team members

• Excellent organization and communication skills, both written and verbal, with great attention to detail

• Strong critical thinking and problem-solving skills

• Ability to distill meaningful insights from structured and unstructured data

• Ability to leverage data to inform and support critical decisions

• Proficiency in Microsoft Office products including MS Powerpoint, MS Excel, MS Word, MS Teams and MS Outlook

• Proficient in Lucid and or Microsoft Visio

• Additional familiarities desirable but not required: Genesys Cloud and Amazon Connect

• Genesys Cloud CX: Professional Certification (GCX-GCP)

• Genesys Cloud CX: Developer Certification (GCX-GCD),

• Genesys Cloud CX Specialist Certifications

• Genesys Cloud CX AI Certifications

• Amazon Connect Badge

eQuest