Job Description
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.