Job Description
Business Analyst – Contact Centres
Hybrid – Sheffield office – 3 days per week
PAYE Agency worker contract - £500 per day
Principal Responsibilities:
* Experience in building, deploying, and supporting enterprise applications.
* Exposure to Contact Center technologies such as IVR and Genesys applications, including integration with third-party applications.
* Knowledge of the Contact Center domain.
* Understanding of infrastructure and networking, including 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.
* Ability to handle individual tasks with minimum supervision.
Requirements:
* 8-10+ years of experience with applications running on the MS Windows platform.
* Working knowledge of Contact Centre applications like IVR and Genesys.
* 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 is an added advantage.
* Experience within routing management, WFM, and command centre.
* Knowledge of Genesys systems and technology.
* Stakeholder and project management experience.
* Experience with Microsoft Office products – O365, PowerPoint, Word, Teams, and Excel.
* Experience with Confluence, JIRA, and Kanban boards.
* Previous experience supporting financial applications with an understanding of the banking domain.
* Strong debugging skills and the ability to pinpoint code lines that cause issues.
* Able to provide and assist in releasing fixes to production.
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.
* 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, DevOps, and ITIL framework.
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