Title: Technical Business Analyst
Responsibilities:
- Gather and define requirements/solutions for Contact Center solutions
- Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
- Perform in-depth analysis to identify high-level business and functional requirements.
- Create and maintain requirements and functional documentation to support the development and QA processes.
- Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
- Design, develop, deploy and maintain Business Rules / Configurations etc.
- Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
- Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys etc.) and Contact Center technologies like Genesys Cloud, Qualtrics etc.
- Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
- Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Required Qualifications:
- Bachelor's degree in Management / IT
- 5+ years of prior experience as Tech Analyst / Business Systems Analyst or similar role
- 5+ years of industry experience in Contact Center Domain and Contact Center technologies
- Understating of CRM applications
- Knowledge of Contact Center technologies like Genesys Cloud, Genesys, Qualtrics, NICE etc.
- Expertise in JIRA and Agile methodology.
- Experience in Excel, SQL and other similar tools for data analysis