IT Systems Analyst- Contact Center

Artech Information Systems LLC

IT Systems Analyst- Contact Center

We are seeking a highly skilled Senior IT Systems Analyst with extensive experience in Contact Center operations to join our Contact Center Transformation Program. The role requires close collaboration with the product owner and business stakeholders to define project vision, charter, roadmap, backlog, epics, features, and processes. The ideal candidate has strong expertise in Genesys Cloud Platform and Dynamics 365, aligning technology capabilities with business needs.

The Senior IT Systems Analyst will also provide Level 1 support for contact center operations, manage ServiceNow tickets, and ensure seamless technology enablement across operational processes.

Key Responsibilities

Collaborate with product owners and business stakeholders to define project charter, vision, and roadmap.
Develop and maintain the product backlog, including epics, features, and user stories.
Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.
Align Genesys Cloud Platform and Dynamics 365 capabilities with business requirements.
Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.
Guide and support development teams to deliver project goals successfully.
Monitor and report on project progress, risks, and issues.
Manage and resolve ServiceNow tickets for contact center operations; provide Level 1 support for agent and leadership inquiries within the Genesys Cloud telephony environment.

Required Skills & Qualifications

Minimum 7+ years of experience as a Business Systems Analyst; proven experience as Senior IT Systems Analyst in contact center operations.
Strong knowledge of Genesys Cloud Platform and Dynamics 365.
Excellent communication and interpersonal skills for working with business stakeholders and technical teams.
Knowledge of regulatory and legal compliance obligations, industry standards, and best practices.
Proficiency in Client Office and diagramming tools (e.g., Lucidchart, Visio).
Strong analytical and problem-solving skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Bachelor's degree in Computer Science, IT, or related field preferred.

Preferred Skills

Experience in Contact Center transformation projects.
Relevant certifications (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).
Experience in the Banking Industry.
Knowledge of Client Azure and DevOps practices.

Company Benefits & Culture

Inclusive and diverse work environment
Opportunities for professional growth and development
Comprehensive health and wellness benefits

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Vacancy posted 3 days ago

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