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- The Senior Contact Centre Systems Analyst is responsible for the analysis, configuration, management, and reporting for the client's ACD/Contact Centre technology (Five 9).
- The Systems Analyst is accountable for working with the business groups to make sure the platform is meeting their expectations.
- This position focuses on supporting the technology the Contact Centre groups are using today and in the future.
- On many occasions, the system Analyst will also be asked to help with projects and perform some business analysis activities.
- Execute, and document platform's administrator changes.
- Create, and document change requests when required.
- Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, service desk etc), vendor, and end-users to provide accurate and effective resolutions to issues on the various components of the Five9 platform.
- Provide effective written and verbal communications to users, stakeholders, and vendors regarding the status of incidents, changes, and other initiatives that he/she will be responsible for.
- Work with Major Incident Management team and Customer Engagement Manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT.
- Escalate issues that require executive attention.
- Provide data analysis and reporting on the various components of the "Five 9 system when required.
- Perform system analysis and provide documentation of complex call flows.
- Work with business users, and stakeholders to assess, and document business requirements on new initiatives, and projects.
- Gather user and system requirements through open-ended discussions, JAD, and brainstorming sessions.
- Prepare, and design workflow diagrams and process workflows.
- Advice and assist Contact Centre business groups with Five9 development of new IVR scripting and menu modifications.
- Manage system improvements in coordination with business groups and vendors.
- Manage and coordinate integrations with payment (Secure Pay), Atlas, and other systems.
- Lead initiatives to enhance application capabilities, such as IVA implementation, and integration with other internal applications.
- Coach, mentor, and train other (business and IT) members on the use of the various components of the Five9 platform.
- Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
- Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
- Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc, ensuring all business needs are met.
- Must have strong knowledge of contact centre environments. Including call centre application and call centre operations. Five9 application knowledge preferred.
- Must have strong analytical and problem-solving skills.
- Must have excellent verbal and written communication skills.
- Ability to effectively communicate technical matters.
- Ability to gather business requirements and translate them into functional requirements.
- Experience in technical systems analysis in a related industry.
- Ability to define, manage and exceed customer expectations.
- Strong intellectual curiosity and capacity for professional growth.
- Experience in project management.
- Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
- Perform with a strong sense of urgency.
- BA/BS degree in Business, Computer Science, Management Information System or related field.
- 5+years direct work experience in Contact Centre application support.
- Demonstrated analytical background, experience managing vendor contracts and implementations
- Deep knowledge of contact centre applications. (Preferably Five 9) Server Virtualization, Windows OS.
- Knowledge of end-to-end systems
- Knowledge of ITIL processes and service delivery.
- Knowledge of requirements gathering and elicitation techniques.
- Ability to work independently and within a team environment.
- Prior experience on projects with federal, state, or local government desired but not required.
- Experience with Call Centre IVR scripting and messaging techniques.
- ID: #43567393
- State: Massachusetts Boston 02108 Boston USA
- City: Boston
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2022-06-23
- Deadline: 2022-08-21
- Category: Et cetera