Contact Center Business Analyst

#jobs

As a Business Analyst, you will be part of the team building modern Contact Center applications for our leading Financial Services customers. You will building customer use cases, personas, scenarios, workflows and functional requirements for a Conversation AI platform. You will be working with the Customer Experience and Contact Center teams to understand the converations during Customer phone calls and chats. You will look for opportunities to optimize the conversational workflows, suggest improvements, identify self-service/bot automation opportunities in order to provide a better experience for the end customers.

Qualifications:
Minimum of 5 years of Business Analyst experience, with a techinical background
Must Have: Knowedge of Contact Center technologies such as Genesys, Nice, Amazon Connect, Kore.AI or other Conversational AI Platforms
Must Have: Technical background with a good understanding of cloud software development in Agile Scrums.
Must Have: Experience in working across the time zones
Must Have: Ability to articulate functional requirements, using technology terms, to development teams
Must Have: Very good documentation and presentation skills