Business Systems Analyst (Contact Center domain exp) - Remote

NAVA Software solutions is looking for a Business Systems Analyst (Contact Center domain exp)

Details:


Business Systems Analyst (Contact Center domain exp)


Location: Remote


Duration: 6 -12 months


Experience with modern CCaaS platforms such as Five9, Amazon Connect, CXOne, etc...

The Business Systems Analyst is the bridge between business needs and technological solutions. They will gather and analyze requirements, design systems, improve processes, and ensure that technology aligns with business goals. They play a vital role in enhancing efficiency, facilitating communication between stakeholders and IT teams, and supporting end-users through training and troubleshooting. A combination of analytical, communication, and technical skills is key to success in this role.


The Communications BSA will be directly involved in the day-to-day of maturing our Communications adoption, workflows, and tooling for the entire customer lifecycle. You will work within the communications program and directly support vertically aligned peer delivery teams to ensure cross-functional technology outcomes related to the communications work streams. You will have direct influence on the quality of the inputs and outputs of the deliverables produced by the communications program - and be an active participant in delivering value to the business. You will work directly with the Product, Project and Delivery Managers to support Five 9 and Amazon Connect IVR and ACD Work Streams.

Essential Job Functions


Requirements Gathering: Collaborate with business stakeholders to understand their goals, processes, and requirements. Document and analyze these requirements to form a solid understanding of the business needs.


System Design and Planning: Develop detailed system specifications and design solutions that align with business objectives. Work closely with developers and IT to ensure the proposed solutions meet business requirements.


Process Improvement: Identify opportunities for process improvement within existing systems and processes. Propose and implement changes to enhance efficiency, productivity, and overall business performance.


Data Analysis: Analyze historical contact center data to extract insights and support decision-making processes within the Communications program. Ensure data accuracy, integrity, and reliability.


Testing and Quality Assurance: Develop and execute test plans to ensure that systems and applications meet specified requirements. Identify and address any issues or defects during the testing phase.


Documentation: Create comprehensive documentation, including user manuals, user experience / process flows, utterances, system documentation, and training materials. Keep documentation up-to-date as systems evolve.


Stakeholder Communication: Facilitate communication between business stakeholders and IT Operations, and Engineering teams. Ensure that all parties have a clear understanding of project requirements and progress.


Training and Support: Provide training and support to end-users on new systems and processes. Address any user issues or concerns and collaborate with the support team to resolve technical issues.

Other duties as assigned by manager Qualifications:


Education: Bachelor's degree in business, information technology, or a related field.



Analytical Skills: Strong analytical and problem-solving skills to understand complex business processes and recommend effective solutions.


Communication Skills: Excellent communication skills to effectively interact with both technical and non-technical stakeholders.


Technical Proficiency: Familiarity with various software and systems, as well as an understanding of programming languages, databases, and system architecture.



Contact Center: Direct experience administering and optimizing modern CCaaS platforms such as Five9, Amazon Connect, CXOne, etc...


Project Management: Ability to manage multiple tasks and projects simultaneously. Knowledge of project


Adaptability: The ability to adapt to changes in technology and business requirements, staying updated on industry trends and best practices.