IT Business 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 Solutions.

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.

This position is remote.

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

Job-Specific Minimum Requirements:

• Bachelor's degree in Business Management, Information Systems, Comput...