Business Solutions Analyst

Job Description


MUST HAVE - Amazon Connect, MS Dynamics, and Customer Support on Products. This is Onsite.


Keys:


BSA - Customer Experience.


Voice Chat / Messaging / CRM


Omnichannel, Case Management


MUST HAVE: Contact Center Technologies experience and Amazon connect.

Job Description:


Responsibilities:
• Collaborate within multiple stakeholders and cross-departmental teams to ensure proper implementation approach is in place.
• Analyze business requirements, explore and evaluate various options, configure the application to meet requirements and coordinate testing with QA and User acceptance testers.
• Research and recommend solutions which meet the business needs for new projects.
• Translate business architecture through the elicitation and definition of functional requirements and develop documentation and data flows.
• Provide level 3 end user support as called upon by the Production Support Team.
• Assist with test data preparation and testing.
• Ensure documentation is up to date on sharepoints and wiki pages.
• Help with Jira Hygiene.
• Maintain a working knowledge of call center software like Genesys PureCloud, Amazon connect.
• Bring up process and experience improvement ideas and be the idea lead/sponsor and rally the technical teams to rapidly prototype and prove a concept.

Requirements:
• Requires bachelor's degree.
• 5+ years of overall experience.
• 2+ years supporting customer care related functions.
• Ability to communicate effectively and experience in documenting requirements and specifications is essential.
• Bring a continuous learning, improving and collaborative mindset
• Self-motivated and proven ability to work creatively and analytically in a problem-solving environment.
• Ability to build and manage cross functional relationships.