CCaaS Business Analyst-Senior Associate
CCaaS Business Analyst-Senior Associate
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Data Analytics & AIManagement Level
Senior AssociateJob Description & Summary
A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities including business intelligence data management and data assurance that help our clients drive innovation growth and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data understand and navigate risk and help our clients gain a competitive edge.As part of our Analytics and Insights Consumption team youll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. Youll use visualization statistical and analytics models AI/ML techniques Modelops and other techniques to develop these insights.
Years of Experience: Candidates with 4 years of hands on experience
Must Have:
Internal & External stakeholder management
Familiarity with the CCaaS domain
Indepth functional knowledge of sellservice (IVR Chat Bots) omni channel & agent desktop applications) of CCaaS platforms like MS DCCP Amazon Connect NICECXOne Genesys Cloud Cisco Webex CC Cisco HCS UCCE/PCCE
Governance & communication skills
Deeper techno functional CCaaS expertise for the platforms MS DCCP Amazon Connect Genesys Cloud/NICE CX One.
Analyze existing business processes and identify opportunities for improvement through technology.
Translate business requirements into technical specifications for development teams.
Create process maps use cases and user stories to illustrate requirements and workflows.
Facilitate workshops and meetings with crossfunctional teams to ensure alignment on project goals.
Assist in the testing and validation of cloud contact center solutions ensuring they meet business needs.
Monitor project progress and provide regular updates to stakeholders.
Stay current with industry trends and best practices related to cloud contact centers and customer experience.
Ensure compliance with industry standards and best practices.
Analyze test results and provide detailed reports on findings.
Participate in agile ceremonies providing input on quality assurance processes
Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
Run and execute complete User Acceptance Test alongside testers
Proficient in writing user stories in JIRA
High proficiency in defining top notch customer facing slides/presentations
Nice to Have:
Experience in CPaaS platforms (Twilio Infobip) for synergies between Communication Platform As A Service & Contact Center As a Service
Understanding of cloud platforms (e.g. AWS Azure Google Cloud) and their services for scalable data storage processing and analytics
Work on high velocity Presales solution consulting engagements (RFP RFI RFQ)
Define industry specific use cases (BFS & I Telecom Retail Manlog etc)
Defining Business Case
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Algorithm Development Alteryx (Automation Platform) Analytical Thinking Analytic Research Big Data Business Data Analytics Communication Complex Data Analysis Conducting Research Creativity Customer Analysis Customer Needs Analysis Dashboard Creation Data Analysis Data Analysis Software Data Collection DataDriven Insights Data Integration Data Integrity Data Mining Data Modeling Data Pipeline 38 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
0Available for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Senior IC
Employment Type
Full-Time
