Business Systems Analyst (IT) III (Senior)
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Job Location:
Columbus, NE - USA
Monthly Salary:
Not Disclosed
Posted on:
10 days ago
Vacancies:
1 Vacancy
Job Summary
Requirements
- 5 or more years of experience in business systems analysis within the banking or financial services sector.
- Proficiency in Genesys Cloud CX platform including call flows bot flows and routing strategies.
- Experience with Genesys modules including Workforce Engagement Management Speech Analytics and Quality Compliance.
- Experience in Agile delivery utilizing Azure DevOps for user story refinement and feature mapping.
- Experience with IVA/IVR flow design and customer interaction system optimization.
- Experience in performing impact assessments and cost-effort estimations for contact center solutions.
- Excellent verbal and written communication skills.
Responsibilities
- Translate complex financial business objectives into technical Genesys Cloud CX requirements and user stories.
- Design and optimize contact center call flows bot flows and automated customer interaction patterns.
- Collaborate with technical teams to implement Workforce Engagement Management and Speech Analytics modules.
- Manage the end-to-end delivery of contact center initiatives from initial request through production deployment.
- Develop detailed process flows acceptance criteria and technical documentation within Azure DevOps.
- Conduct technical impact assessments and provide resource estimations for proposed platform enhancements.
- Align customer experience goals with technical routing strategies analytics and reporting capabilities.
Founded in 1999 Resourcesoft Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough MA the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial insurance education government publishing healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression while maintaining a healthy work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation gender identity national origin age protected veteran status or disability status.
For more information about Resourcesoft and our services please visit our website.
