Business Analyst

Business analyst – Contact centres

Hybrid – Sheffield office – 3 days per week

PAYE Agency worker contract - £500 per day

• Principal responsibilities Having experience on building, deploying and supporting enterprise application.
• Having exposure to Contact Center -IVR, Genesys application and integration with 3rd party application
• Having knowledge of Contact Center domain
• Having understanding of infrastructure and network, cloud networking
• Develops software solutions by studying information needs, conferring with users and various teams, studying systems flow, data usage, and work processes; investigating problem areas; and following the software development lifecycle
• Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.
• Prepares and installs solutions by determining and designing system specifications, standards, and programming
• Should be able to handle individual task with minimum supervision.

Requirements

• To be successful in this role, you should meet the following requirements: 8-10 + year experience for applications running in MS Windows platform.
• Working knowledge of Contact Centre applications like IVR , Genesys etc.
• Good knowledge on IVR and its designing with flow.
• Experience on Workflows, Custom workflows, Business Rules, Business Process Flows and their configurations as per requirements.
• Experience in Call routing technology and ACD’s would be an added advantage.
• Experience within the field of Routing management, WFM & Command centre
• Knowledge in Genesys Systems and technology
• Stakeholder and Project management
• Experience with Microsoft Office products – O365, PowerPoint, Word, teams and Excel
• Experience with Confluence, JIRA, Kanban boards etc
• Previous experience supporting financial applications: Banking Domain understanding.
• Good at debugging, ability to pin point code lines that cause issue
• Able to provide and help release fixes to production.

• The successful candidate will also meet the following requirements: (Good to have Requirements) Excellent Communication and Interpersonal skills both written and Verbal
• Flexible approach to working hours and responsibilities
• Familiar with risk-based decision-making and escalations
• Confident in communicating effectively with internal stakeholders and senior managers
• Excellent Analytical and problem solving skills
• Ability to manage and balance competing agendas
• Ability to translate technical jargon to fit various audiences
• Eagerness to learn new things
• Familiarity with AGILE methodology and DevOps and ITIL framework.