Impact Team

Business Analyst

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Job Location

Sheffield, United Kingdom

Job Description

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.


Location: Sheffield, GB

Posted Date: 10/29/2024
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Impact Team

Posted

October 29, 2024
UID: 4914647799

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