Business Systems Analyst
4 weeks ago
Business Systems Analyst – Contact Centres
Hybrid – Sheffield office – 3 days per week
PAYE Agency worker contract - £500 per day
- Principal responsibilities include building, deploying, and supporting enterprise applications.
- Exposure to Contact Center - IVR, Genesys application, and integration with 3rd party applications is required.
- Knowledge of Contact Center domain and infrastructure, network, and cloud networking is essential.
- Develops software solutions by studying information needs, conferring with users and teams, and following the software development lifecycle.
- Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.
- Prepares and installs solutions by determining and designing system specifications, standards, and programming.
- Should be able to handle individual tasks with minimum supervision.
Requirements
- To be successful in this role, you should meet the following requirements: 8-10 + year experience for applications running in MS Windows platform.
- Working knowledge of Contact Centre applications like IVR, Genesys, etc.
- Good knowledge on IVR and its designing with flow.
- Experience on Workflows, Custom workflows, Business Rules, Business Process Flows, and their configurations as per requirements.
- Experience in Call routing technology and ACD's would be an added advantage.
- Experience within the field of Routing management, WFM & Command centre.
- Knowledge in Genesys Systems and technology.
- Stakeholder and Project management.
- Experience with Microsoft Office products – O365, PowerPoint, Word, Teams, and Excel.
- Experience with Confluence, JIRA, Kanban boards, etc.
- Previous experience supporting financial applications: Banking Domain understanding.
- Good at debugging, ability to pinpoint code lines that cause issues.
- Able to provide and help release fixes to production.
- The successful candidate will also meet the following requirements: (Good to have Requirements) Excellent Communication and Interpersonal skills both written and Verbal.
- Flexible approach to working hours and responsibilities.
- Familiar with risk-based decision-making and escalations.
- Confident in communicating effectively with internal stakeholders and senior managers.
- Excellent Analytical and problem-solving skills.
- Ability to manage and balance competing agendas.
- Ability to translate technical jargon to fit various audiences.
- Eagerness to learn new things.
- Familiarity with AGILE methodology and DevOps and ITIL framework.
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