Looking for an Genesys experienced business systems analyst to work on a Contact Center project, the Next Generation Contact Center (NGCC) serving a user base of more than 20,000!
Looking for an experienced business systems analyst with Genesys experience to work on a Multimillion dollar Contact Center project, the Next Generation Contact Center (NGCC) serving a user base of more than 20,000! This person will work with stakeholders from multiple lines of business (Global Customer Support, IT App Support and Helpdesk, Renewals Sales, Inside Sales and others) to understand and refine business software requirements for the Contact Center Suite. This person will work side by side with the Business and will work closely with the Business Directors and PMs and the larger project team. In addition, the Business Systems Analyst will:
Write Test Scripts Leveraging a Traceability Matrix for tracking Business Requirements end to end from BRD to UAT.
Drive the work stream clarifying and evaluating software requirements amongst the business, IT and the vendor.
Leverage business and systems expertise to find opportunities to standardize and simplify the solution.
Identify and manage issues, risks, and recommend actions as they pertain to meeting business needs and the software solution.
Leverage his/her business experience and expertise to partner with the LOBs to follow standard SDLC, drive the delivery of the BRDs, FSDs, UATs, Readiness and Implementation
Define and document all use cases, E2E process flows, and business requirements in a timely manner
Identify any key business decisions that will require Executive Management review and approval
Coordinate and Sign Off on all Business related action, issues and risks
Coordinate and Sign off on all BRDs and Functional Specs
Drive UAT signs off and Release Sign Offs
Partner closely with the Service Transition & Support team during the On-boarding and Deployment of the LOB
Write test scripts, conduct call center testing and manage LOB test cycle. Seek and Implement Best Practice throughout the SDLC.
This role will work closely with the Director, Contact Center to coordinate the many and different LOBs that need to be on-boarded, engaged, and deployed for the NGCC project.
Experience with Software project evaluating requirements and delivering solutions for complex business problems. 10 years of experience.
Experience working on Contact Center technology, a plus. 5 years of experience.
Experience writing test cases, working with a Traceability matrix a plus. 5 years of experience.
Experience writing and maintaining user documentation; training users. 5 years of experience.
Strong Communication Skills.
Proven ability to work with Remote and Global Teams.
BS or MS degree or equivalent experience relevant to functional area is a plus.
In addition, this individual must have the following experiences:
Experience in Customer Support or Sales Operations a plus.
Experience in IT working on software development projects
Detailed Description and Job Requirements
Assists with analyzing complex business problems to be solved with automated systems.
As part of a software project implementation team, provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user needs. Configures system settings and options; plans and executes unit, integration and acceptance testing; and creates specifications for systems to meet business specifications. Designs details of automated systems. May provide consultation to users in the area of automated systems. May lead cross-functional linked teams to address business or systems issues.
Provide leadership and expertise in evaluating and developing complex business problems, frequently operating at the leading edge of technology. Recommends and justifies major changes to existing automated systems. BS or MS degree or equivalent experience relevant to functional area. Eight or more years of related experience recommended.
Job : Information Technology
Location : IN-IN,India-Bengaluru
Job Type : Regular Employee Hire
Organization : Oracle
Employment Type :
Software Services, IT-Software
Functional Area :
IT Software : Software Products & Services
10th Feb 2019