Position: Senior Business Analyst - Contact Center Location: Houston, TX Position Type: Contract / Contract to Hire
Job Summary The techno-functional Contact Center Senior Business Analyst will work collaboratively with business and IT team activities such as architecting, designing, and documenting contact center business capabilities, business processes, business requirements, use cases and contact center technology architecture of several multi-channel contact centers. As a member of the IT team, this individual will have training, mentoring and vendor communication and management responsibilities. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. * Communicate effectively and foster strong relationships with business users and stakeholders * Is a subject matter expert on multi-channel contact center capabilities/technologies such as ACD, IVR, CTI, Quality/Monitoring, Load Balancing/Redundancy/Failover, Chat, Co-Browsing, Knowledge Management, Work Force Management, Reporting and Analytics etc., * Interactively develops and documents the contact center technology architecture / solution design including business capability and process definition, business requirements gathering and documentation, use cases definition, test case and scenario definition, test data definition and identification, and traceability matrices. * Conducts contact center technology fit-gap analysis with the assistance of contact center specific technical resources * Lead and facilitate workshops and meetings to define/validate contact center business capabilities, business processes, business requirements and solution design with business and IT stakeholders / users * Lead and facilitate capturing requirements and documenting the inbound and outbound interfaces using a variety of integration technologies including but not limited to ETL, SOA, webMethods etc to support automation through contact center technologies such as IVR applications. * Collaborate with the integration and data teams and assist said teams to document integration and conversion / cut-over requirements and designs documents as it pertains to contact center business requirements and technology components. * Manage all aspects of launching a new contact center such as testing of new capabilities and cut-over from old call centers to new contact center * Understands overall business operations and drives developing innovative contact center solutions to help improve productivity * Follows a proven methodology / framework for implementing contact center technology and facilitates methods compliance with internal, vendor and integrator teams * Establishes documentation and requirements management standards and ensures compliance with internal and vendor teams * Ensures that new capabilities are architected using current best practices and the latest technology available * Builds and tests the core functionalities including new enhancements and production defect resolution * Trains and educate other team members around core contact center capabilities/technologies and helps them deliver high quality solutions and deliverables/documentation * Assists leadership with development and management of new contact center capabilities/technologies Supervisory Responsibilities Manages a team of one or more (up to 8) junior contact center analyst. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. Education and Experience Required: Bachelor's Degree, or equivalent experience and eight years of techno-functional analyst experience including six years of contact center (1-2) upgrade or implementation projects. Desktop Tools: Microsoft Office including Visio, Excel, Word, PowerPoint, Access Operating Systems: Windows 2000/NT, XP, Unix shell scripting Certificates, Licenses, Registrations or Other Requirements * Knowledge of leading contact center product offering from Avaya, Aspect, Genesys etc., preferred * Knowledge or awareness of contact center applications such Siebel CRM, Kana knowledge management a plus * Knowledge of Business Process Mapping and Notations a plus * PMI Certification is preferred but not required Other Knowledge, Skills or Abilities * Proven record of leading multi-channel contact center techno-functional analysis * Extensive experience working with large contact centers, end users and business stakeholders * Ability to analyze and understand complex business contact center requirements and identify areas for improvement * Strong written and verbal communications skills * Proven ability to effectively express complex technical concepts to non-technical audiences; * Strong presentation skills and ability to facilitate large group sessions * Demonstrated ability to perform in a collaborative team environment Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. * Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day; * Required to exert physical effort in handling objects less than 30 pounds part of the work day; * Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely; * Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements sometimes * Normal setting for this job is an office setting, but could require travel to field locations Sam SRICOM, INC. | A Certified Minority Business Enterprise Off: 609 606 2436 Fax: 215.638.8767 2075 Byberry Rd, Ste#105A, Bensalem, PA 19020 This email is not intended to be an unsolicited mail or 'SPAM'. 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