What are the responsibilities and job description for the Senior Business Analyst With Contact Center position at Ravh IT Solutions?
Role: Senior Business Analyst – Contact Center
Location: Houston, TX
Job Description:
Responsibilities
- Effectively communicate and engage with business stakeholders and peers to gather requirements
- Work closely with contact center managers and agents to understand their needs and challenges
- Ability to balance longterm strategic goals with shortterm operational needs
- Identify opportunities to streamline contact center processes
- Develop user stories and acceptance criteria to drive functional nonfunctional and system requirements for development teams
- Ability to partner with crossfunctional teams across ResMed in different time zones
- Work with solution architects and platform architect teams to design solutions based on signedoff requirements
- Present developed features and functionality to business stakeholders
- Facilitate User acceptance testing with identified users and obtain sign off for implementation
- Perform impact analysis for scope change requests and document changes to requirements business processes configuration and data mapping
- Identify opportunities to optimize processes and apply technology solutions that align with growth objectives
- Follow change management processes defined within ResMed
- Provide post implementation support
Qualifications
- Bachelors in computer science or related field
- 8 years of experience with a focus on contact center operations
- Strong understanding of contact center technologies including CRM systems IVR ACD and workforce management tools
- Experience with contact center software platforms Ring Central This is mandatory
- Familiarity with customer experience CX and customer journey mapping
- Oracle ERP experience is a plus
- Strong business acumen with customer first mindset
- Excellent written and verbal communication skills
- Proven ability to analyze complex business processes and develop effective solutions
- Strong analytical and problemsolving skills with a keen attention to detail
- Knowledge of agile methodologies and project management principles
Skills:
Mandatory Skills : Genesys Contact-Center
Salary : $60 - $62