Role Title: Technical Business Analyst
Duration: contract to run until 30/04/2025
Location: Hybrid, London 2 days per week onsite
Rate: up to £450 p/d Umbrella inside IR35
Role purpose / summary
Our client is looking for a Technical Business Analyst to join the team.
Key Skills/ requirements
* Experience in building, deploying, and supporting enterprise applications.
* Exposure to Contact Center - IVR, Genesys applications, and integration with third-party applications.
* Knowledge of the Contact Center domain.
* Understanding of infrastructure, network, and cloud networking.
* Develop 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.
* Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.
* Prepare and install solutions by determining and designing system specifications, standards, and programming.
* Able to handle individual tasks with minimum supervision.
Requirements
To be successful in this role, you should meet the following requirements:
* 8-10+ years of experience with applications running on the MS Windows platform.
* Working knowledge of Contact Centre applications like IVR, Genesys, etc.
* Good knowledge of IVR design and flow.
* Experience with workflows, custom workflows, business rules, and business process flows and their configurations as per requirements.
* Experience in call routing technology and ACDs would be an added advantage.
* Experience within the fields of routing management, WFM, and Command Center.
* Knowledge in Genesys systems and technology.
* Stakeholder and project management experience.
* 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, with the ability to pinpoint code lines that cause issues.
* Able to provide and help release fixes to production.
* Hold a Bachelor's Degree.
The successful candidate will also meet the following (Good to have requirements):
* Excellent communication and interpersonal skills, both written and verbal.
* Flexible approach to working hours and responsibilities.
* Familiarity with risk-based decision-making and escalations.
* Confidence 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, DevOps, and ITIL framework.
All profiles will be reviewed against the required skills and experience. Due to the high number of applications, we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
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