Business Analyst
4 weeks ago
Business analyst – Contact centres
Hybrid – Sheffield office – 3 days per week
PAYE Agency worker contract - £500 per day
- Principal responsibilities Having experience on building, deploying and supporting enterprise application.
- Having exposure to Contact Center -IVR, Genesys application and integration with 3rd party application
- Having knowledge of Contact Center domain
- Having understanding of infrastructure and network, cloud networking
- Develops software solutions by studying information needs, conferring with users and various teams, studying systems flow, data usage, and work processes; investigating problem areas; 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 task 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 pin point code lines that cause issue
- 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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