Overview
On Site
$Based on experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 7 month(s)
Skills
IT project management
IT consulting
Real-time
Functional requirements
Release management
Continuous improvement
Collaboration
Business systems
Contact center
Global Operations
Data Analysis
Agile
SAP BASIS
Routing
Documentation
Quality assurance
Design
Presentations
Leadership
Operations
FOCUS
Management
Sprint
KPI
Electronic commerce
Customer relationship management
Communication
Microsoft Excel
SQL
Visualization
Data
JIRA
Genesys
Debugging
Orchestration
URS
Java
JavaScript
Eclipse
SDK
XML
VoiceXML
Job Details
Stellar Consulting Solutions is a boutique business & technology consulting company headquartered in Atlanta, GA. We deliver high quality, agile, and experienced workforce for niche technology projects of any scale. We help forward thinking clients to solve specific problems by understanding their needs and align talent that can move fluidly
to match skill supply and demand on a real-time basis.
to match skill supply and demand on a real-time basis.
Stellar Consulting has a unique combination of technical and digital skills to recruit, engage, and retain qualified talent. We have a stellar reputation for striving to achieve high ethical standards. Our use of Innovative techniques and industry best practices has made us one of the fastest growing boutique firms delivering to enterprise business.
TITLE :Business Analyst (IT) III
LOCATION: Austin Salt Lake City
JOB DESCRIPTION:
Review and/or support the development of Contact Routing requirements/solutions for various contact experiences.
Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
Perform in-depth analysis to identify high-level business and functional requirements
Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders.
Design, develop, deploy and maintain global routing configurations.
Be the Point of Contact for routing related changes, and troubleshooting.
Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Drive discussions to investigate/ troubleshoot on issues for resolution.
Documenting changes and presenting updates to Senior Leadership team.
Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
Work with developers to manage sprints and perform Release Management tasks.
Ability to define and monitor KPIs on solutions to drive continuous improvement.
Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers.
Ability to work across organizational departments and develop positive relationships.
Required Qualifications :
Bachelor's degree in Management / IT
5+ years of industry experience in ecommerce/services industries
5+ years of prior experience as Business Systems Analyst or similar role.
Extensive experience in contact center operations, contact center technologies, and contact center strategies. Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.
Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences
Comfortable with high pressure, high profile and fast-paced projects
Exposure to Technical Project management and Prioritization process
Strong written and verbal communication skills
Expertise in Excel, SQL and other similar tools for data analysis
Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
Expertise in JIRA and Agile methodology.
Proven understanding of high-performing organizations with Release cycles.
Optional Qualifications :
2+ years of Routing Development Experience in Genesys Contact Center Solutions
Expert in Genesys Rules Engine and rules development
Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
Experience in troubleshooting routing issues in production.
Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset
Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
Perform in-depth analysis to identify high-level business and functional requirements
Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders.
Design, develop, deploy and maintain global routing configurations.
Be the Point of Contact for routing related changes, and troubleshooting.
Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Drive discussions to investigate/ troubleshoot on issues for resolution.
Documenting changes and presenting updates to Senior Leadership team.
Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
Work with developers to manage sprints and perform Release Management tasks.
Ability to define and monitor KPIs on solutions to drive continuous improvement.
Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers.
Ability to work across organizational departments and develop positive relationships.
Required Qualifications :
Bachelor's degree in Management / IT
5+ years of industry experience in ecommerce/services industries
5+ years of prior experience as Business Systems Analyst or similar role.
Extensive experience in contact center operations, contact center technologies, and contact center strategies. Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.
Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences
Comfortable with high pressure, high profile and fast-paced projects
Exposure to Technical Project management and Prioritization process
Strong written and verbal communication skills
Expertise in Excel, SQL and other similar tools for data analysis
Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
Expertise in JIRA and Agile methodology.
Proven understanding of high-performing organizations with Release cycles.
Optional Qualifications :
2+ years of Routing Development Experience in Genesys Contact Center Solutions
Expert in Genesys Rules Engine and rules development
Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
Experience in troubleshooting routing issues in production.
Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset