IT Analyst-CCaaS Cloud-Genesys CX
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 and Requirements:
• Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunicat...
- Rate: Not Specified
- Location: Sioux Falls, US-SD
- Type: Permanent
- Industry: Finance
- Recruiter: Maximus
- Contact: Not Specified
- Email: to view click here
- Reference: 30917_SC_Columbia
- Posted: 2025-06-28 10:04:05 -
- View all Jobs from Maximus
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