Description

You will support contact center systems and lead the implementation of new technologies including IVR, call routing, and workforce management tools.

Responsibilities

• Lead assigned projects and provide technical support for complex applications with high business impact.
• Analyze existing systems to identify technical improvements and recommend business practices for optimization.
• Design processes to meet regulatory requirements and develop operational procedures for products and services.
• Serve as the primary liaison between software vendors, business units, and other corporate departments.
• Create and maintain technical documentation, manage access reviews, and participate in off-hour production releases.

Required Skills

• 12+ years of experience as a business or systems analyst.
• Deep expertise in contact center systems, including IVR, call routing, workforce optimization, and call recording.
• Proficiency with Microsoft Office 365, including Excel, Word, Teams, and Visio.
• Hands-on experience with Agile/Scrum methodologies and the System Development Life Cycle.
• Technical proficiency in SQL, Oracle Databases, Tableau, and BI analytics.
• Experience with Genesys, Talkdesk, and Verint.
• Strong ability to elicit and document functional requirements, use cases, and user stories.
• Experience managing incidents and problems within a production environment.

Preferred Skills

• Bachelor's degree.
• Experience working within the banking industry.

Key Skills

Education

Bachelor's degree