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