Analyst II, Contact Centre Application

Position Summary:

Contact Center Application Analyst presents a diverse knowledge of contact center applications and practices for all facets of the contact center such as agent and distributor experience to allow for focused requirements gathering, tool training, tier 1-2 user & system configuration, project submission, procurement, budget tracking, planning, execution, acting liaison to the business and report design. In addition, the Contact Center Analyst supports user acceptance testing, QA test plan design and collaboration with the Contact Center Developers and Contact Center Engineers to convey business vision into clear product requirements.

Detailed Responsibilities:

Level I

• Leverage novice knowledge in contact center metrics, business processes and platform to perform analyst work in the contact center space.
• Act as a liaison between Business stakeholders and GTS on matters concerning contact center applications.
• Gather requirements and analysis for projects relating to Contact Center’s IVR, digital content boards, ACD system, and process improvement initiatives.
• Work closely with internal customers to coordinate and implement changes.
• Coordinate project related meetings. Assure all task and deliverables are executed according to timelines.
• Assist with testing ACD, call recording and IVR patches, modifications and upgrades. Identifies scope of test. Identify and execute test cases and captures/compiles results.
• Perform data quality assurance tasks needed to preserve the integrity of systems.
• Analyze and provide insight of root cause of system problems, helps determine a course of action, and implements approved approach.
• Responsible for creation of Change Management request and approvals.
• Follow up on completion project CMR task.
• Support of Service Desk tickets, limited to reviewing and resolving access, training or information.

Level II

• In addition to L1 activities:
• Leverage intermediate knowledge in contact center metrics, business processes and platform to perform analyst work in the contact center space.
• Lead low to medium projects, such as digital content boards, IVR, OB Campaign Management or enhancement projects and process improvement initiatives.
• Handle projects with minimal guidance from senior leadership for day to day project tasks and decision making.
• Provide ongoing guidance, training and support in the use of information technology and application systems.
• Provide enhancement feedback to support staff to improve the usability of technology.
• Develop relationships with the clients to fully understand their business drivers and concerns.
• Successfully engage in multiple initiatives simultaneously.
• Provide direction and support to testing teams to validate changes and system functionality. Coordinate system changes with other support teams and business areas to maintain high system availability for the clients.
• Perform project related requirements analysis, software specifications and review of vendors design documents as needed.

Key Requirements:

• Bachelor's in Information Technology or related field. Added advantage: Project Management Courses / PMP Certification.
• 5 years of experience in project management or business analyst, supporting contact center and telephony integrated application.
• Good command in English.
• Project management skills including the ability to multitask, prioritize, set and meet deadlines, work independently, and perform tasks with emphasis on accuracy and attention to detail.
• Great presentation skills with the ability to conduct training to application system users.
• Ability to travel domestically/international 10-15% of the time.
• Knowledge of Contact Center Management Systems.