Senior Business Analyst

4 days ago

Brighton, Brighton and Hove, United Kingdom AMEX Full time

About the Role

We are seeking a highly skilled Senior Business Analyst to join our team at American Express. As a Senior Business Analyst, you will play a critical role in ensuring customer contact interactions are routed in a manner that adds satisfaction, value, and relevance to American Express customers, employees, and shareholders.

Key Responsibilities

  • Responsible for programming Genesys GAX, development, and 24X7 operational support of Global Service Network, Travel and Lifestyle Service, and Partner contact delivery platforms.
  • Contact distribution via multiple media such as Genesys Composer/Eclipse scripting & Genesys Administrator Extension configuration.
  • Interface with peer groups to ensure strategic and operational alignment.
  • Provide project and analytical support for design and implementation of strategic objectives for Customer Service.
  • Develop intelligent routing rules for clients to ensure project objectives are met or exceeded.
  • Review daily operational performance challenges.
  • Program, analyze, troubleshoot, and test solutions for problem resolution.
  • Analyze risk and exposure for contact delivery and business rules arbitration and recommend value-add solutions.
  • Plan and coordinate project assignments including project approach plans, status updates, and provide thorough documentation to ensure accurate and timely deliverables.
  • Accountable for ongoing communication for all aspects of project status to management, customers, and peers.

Requirements

  • Project Management experience with contact delivery system knowledge to organize, plan, and control major assignments in various stages of development.
  • Working knowledge of contact management solutions via Genesys platforms.
  • Proven knowledge of Cloud solutions would be advantageous.
  • Ability to arbitrate and negotiate between all levels of management across the network.
  • Training in or equivalent knowledge of Genesys Framework, switch, and network routing.
  • Demonstrated teamwork, interpersonal, and independent problem-solving skills.
  • Ability to influence without authority.
  • Excellent oral and written communication and presentation skills.
  • Must be a proactive, flexible self-starter, organized, with attention to detail.

What We Offer

  • Competitive base salaries.
  • Bonus incentives.
  • Support for financial-well-being and retirement.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
  • Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
  • Generous paid parental leave policies (depending on your location).
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
  • Free and confidential counseling support through our Healthy Minds program.
  • Career development and training opportunities.

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