06 Jan
S.i. Systems
Edmonton
Our client is seeking a Intermediate IT Business Analyst with call center experience for a call center implementation project
Position Overview
We are seeking an experienced IT Business Analyst to join our team. The successful candidate will have a strong background in implementing cloud call center systems and will play a key role in bridging the gap between our IT capabilities and business objectives. This position requires excellent analytical skills, a keen eye for detail, and the ability to work collaboratively with various stakeholders.
Responsibilities:
- Work with business stakeholders to gather, analyze, and document business requirements for projects such as our cloud call centre system implementations.
- Collaborate with IT and business teams to design and recommend solutions that meet business needs and improve operational efficiency.
- Assist in estimating and coordinating resources throughout the project lifecycle, ensuring quality, timely delivery, and adherence to the budget.
- Identify opportunities for process improvements and recommend solutions to enhance business operations and customer experience.
- Facilitate communication between IT and business teams, ensuring clear understanding and alignment of project goals and objectives.
- Develop and execute test plans to ensure the successful implementation of systems.
- Provide documentation, training and support to end-users, ensuring they are equipped to effectively use the new systems.
- Create comprehensive documentation, including business requirements, business cases, decision records, process flows, and user guides, etc.
Must Haves:
- Experience: 3-5 years of experience as an IT Business Analyst, with at least 2 years of experience in implementing cloud call center systems that integrate with a CRM.
- Proficiency in cloud call center technologies and platforms, such as Amazon Connect, TalkDesk, Genesys Cloud, or other contact center solutions.
- Experience in project management methodologies, including Agile and Waterfall, and familiarity with project management tools like JIRA or Trello.
Nice to haves:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and work experience. Professional Business Analyst certification.
- Experience with other cloud-based technologies and integrations.
- Certifications in relevant technologies or project management methodologies.
- Knowledge of business process modeling and improvement techniques.
- Experience in the customer service or contact center industry.
- Familiarity with data analysis and reporting tools.
- Proficiency in developing requests for proposals.
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