Business Analyst - CCaaS / Contact Center

Description & Requirements

MAXIMUS IT is seeking highly motivated and passionate individuals to join our team as an Analyst - CCaaS Cloud Sltns. 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.

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

Education/Requirements:

• Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience
• 4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify technical solutions, risks and risk mitigation strategies OR in a similar Business Analyst role
• Understanding of public cloud and private cloud CCaaS, IaaS, PaaS, SaaS and UCaaS
• Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, chat and/or web messaging, Email, SMS, VoIP, DID, TFN, DNIS, call recording and screen recording.
• Proven ability to work in fast-pace environment and multi-task appropriately against competing priorities and deadlines under limited supervision
• Ability to work well both independently and in teams
• Understanding of project management processes and relevant project management experience
• Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams
• Excellent interpersonal skills to interact with customers, senior-level personnel and Team members
• Excellent organization and communication skills, both written and verbal, with great attention to detail
• Strong critical thinking and problem-solving skills
• Ability to distill meaningful insights from structured and unstructured data
• Ability to leverage data to inform and support critical decisions
• Proficiency in Microsoft Office products including MS Powerpoint, MS Excel, MS Word, MS Teams and MS Outlook
• Proficient in Lucid and or Microsoft Visio
• Additional familiarities desirable but not required: Genesys Cloud and Amazon Connect

Minimum Requirements

-Bachelor's degree or equivalent work experience.

-3-5 years of related experience.

Any one, or more, of the following:
Genesys Cloud CX: Professional Certification (GCX-Google Cloud Platform)
Genesys Cloud CX: Developer Certification (GCX-GCD),
Genesys Cloud CX Specialist Certifications
Genesys Cloud CX AI Certifications
Amazon Connect Badge

Physical Requirements:
Ability to sit for up to 80% of time
Frequent use of computer, telephone, and office equipment

Work Schedule:

M-F, 8AM - 5PM (can be adjusted via discussion)

Remote opportunity

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EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$ 69,440.00

Maximum Salary

$ 104,160.00