Intermediate IT Business Analyst with call center experience for a cloud call center implementation project

Our client is seeking a Intermediate IT Business Analyst with call center experience for a call center implementation project

Position Overview

We are seeking an experienced IT Business Analyst to join our team. The successful candidate will have a strong background in implementing cloud call center systems and will play a key role in bridging the gap between our IT capabilities and business objectives. This position requires excellent analytical skills, a keen eye for detail, and the ability to work collaboratively with various stakeholders.

Responsibilities:

• Work with business stakeholders to gather, analyze, and document business requirements for projects such as our cloud call centre system implementations.
• Collaborate with IT and business teams to design and recommend solutions that meet business needs and improve operational efficiency.
• Assist in estimating and coordinating resources throughout the project lifecycle, ensuring quality, timely delivery, and adherence to the budget.
• Identify opportunities for process improvements and recommend solutions to enhance business operations and customer experience.
• Facilitate communication between IT and business teams, ensuring clear understanding and alignment of project goals and objectives.
• Develop and execute test plans to ensure the successful implementation of systems.
• Provide documentation, training and support to end-users, ensuring they are equipped to effectively use the new systems.
• Create comprehensive documentation, including business requirements, business cases, decision records, process flows, and user guides, etc.

Must Haves:

• Experience: 3-5 years of experience as an IT Business Analyst, with at least 2 years of experience in implementing cloud call center systems that integrate with a CRM.
• Proficiency in cloud call center technologies and platforms, such as Amazon Connect, TalkDesk, Genesys Cloud, or other contact center solutions.
• Experience in project management methodologies, including Agile and Waterfall, and familiarity with project management tools like JIRA or Trello.

Nice to haves:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and work experience. Professional Business Analyst certification.
• Experience with other cloud-based technologies and integrations.
• Certifications in relevant technologies or project management methodologies.
• Knowledge of business process modeling and improvement techniques.
• Experience in the customer service or contact center industry.
• Familiarity with data analysis and reporting tools.
• Proficiency in developing requests for proposals.