Pre Sales Analyst - Contact Center

Description & Requirements

MAXIMUS IT is seeking highly motivated and passionate individuals to join our team as a Business Systems Analyst.

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

• Review and analyze RFP requirements

• Work with multiple teams to discern scope

• In some cases, analyze current technical environment in comparison to RFP requirements

• Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements

• Collaborate with developers and subject matter experts to establish scope

• In some cases, elicit scope by hosting meetings

• Use established scoping tools to translate RFP scope and requirements into startup and on-going costs and labor

• Identify and thoroughly document risks, assumptions, and risk mitigation strategies

• Participate in several meetings for each active proposal

• Submit pricing inputs in accordance with each active proposal deadline

• Be able to speak to overall and high-level technical solution and price

• Provide guidance and knowledge of the contact center solution to other teams in solution process

• Assist writers in understanding contact center platform; providing content to share in proposals and reviewing proposal sections

• Track opportunities and attend or host regular pipeline review meetings

• Participate in the development of on-going pricing process improvement

• Act as a pricing subject matter expert

• Participate in scoping and pricing exercises for various internal initiatives

• Develop and maintains technical competency for all core products

• Identifying opportunities for improvement

• Performing cost benefit analysis

• Creating business facing material

• Process documentation and creation

• The ability to understand complex call flows

• Participating in training development and delivery

Minimum Requirements

-Bachelor's degree or equivalent work experience.

-3-5 years of related experience.

Education/Requirements:

• Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunica...