Business Analyst - CCaaS / Contact Center

Description & Requirements

MAXIMUS IT is seeking highly motivated and passionate individuals to join our team as an Analyst - CCaaS Cloud Sltns.

A key responsibility within this position is bridging the gap between IT and the business using data analytics to assess processes, determine requirements and deliver data-driven recommendations and reports to executives and stakeholders.

With a focus in contact center technologies and services the successful Analyst will review, analyze, evaluate systems, design, develop and tests contact center system solutions.

Essential Duties and Responsibilities:

- Support the design or modification of business systems or IT systems.

- Interact with the business stakeholders and subject matter experts in order to understand their problems and needs.

- Gather, document, and analyze business needs and technical requirements.

- Document process flows.

- Review and create system documentation and user manuals.

• Be the liaison between the business units, technology teams and support teams

• Act as a business facing primary point-of-contact for contact center initiatives, for one or more projects depending on size and complexity

• Gather technical requirements during migrations, implementations, and changes

• Working with engineering, management, subject matter experts, and the business to review and analyze RFP requirements while participating in the solution design

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis

• Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding

• Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements and deliver the following as needed: functional requirements, business requirements document, and use cases

• Develop requirements specifications according to standard templates

• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs

• Facilitate port process when required

• Support UAT activities

• Develops and maintains technical competency for all core products

• Participate in solution review meetings

• Creating business facing material

• Process documentation and creation

• The ability to understand and create complex flows

• Identifying training opportunities and participating in training development and delivery

• Supporting enterprise strategic initiatives and projects

• Low to moderate level Genesys Cloud / Amazon Connect builds and/or changes

Education/Requirements:


* Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunicati...