Senior Contact Centre Systems Analyst - SCSA22-020499999

23 Jun 2024

Vacancy expired!

Position: Senior Contact Centre Systems Analyst

Location: Boston, MA

Duration: 12 Months

Summary:
  • 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.

Responsibilities:
  • 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.

Skills:
  • 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.

Qualifications:
  • 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