Mindlance
Business Analyst (With IVR / Call Center as a Service (CCaas))
Pay$34.96 - $39.00 / hour
LocationColumbia/South Carolina
Employment typeFull-Time
This job is now closed
Job Description
- Req#: 24-29024
Partially onsite with 3 days onsite every week at Columbia, SC
Important notes from the Hiring Manager
The Contact Center Technologies (CCT) team supports our commercial and corporate contact centers by providing the systems which enable our customers to get assistance via phone or chat. We leverage hybrid solutions that span both on-site and cloud-based platforms. The applications that are part of Contact Center Technologies include: ACD (Automated Call Distribution)/CCaaS (Contact Center as a Service) enables both customer and provider contacts (calls and chats) to be routed across our call centers to an agent with the right skillset to address their concerns.
Daily Responsibilites
• Attend team meetings
• Attend customer meetings
• Understand Customer requirements and able to convert it to system requirements
• Work with customers, Project management team and other teams during projects
Requred technologies: Call Center as a Service (CCaas) Vendors like Genesys, Enghouse, Avaya, Amazon Connect Interactive Voice Response (IVR) Vendors like BlueWork
Preferred/Nice to Have technologies:
- Understanding of how Call Center as a Service – Ccaas platform works with vendor provided solutions
- Understanding of Cloud technologies like Amazon cloud, Google Cloud, etc
Required Education: Bachelor's degree in Computer Science, Business Administration, or other job related field
Required Work Experience: 4 years of IT business analysis experience.
Preferred Licenses and Certificates: Certified Business Analysis Professional (CBAP), HIPAA, LOMA
Duties:
Defines customer needs in technical and business contexts. Ensure the proposed technical and business solutions meet the customer's objectives for the work effort. Provide guidance with planning and prioritization of business support-related activities. • 30% Elicit and document user requirements to meet a business objective. Identify and validate requirements and organize the information into a logical document that is understood by the customer and Information Systems.
• 25% Guide both technical and customer departments in the development of the systems that support the business solution.
•10% Facilitate the transfer of knowledge about the direction of the business units to others who support them.
• 10% Ensure the accurate deployment of solutions through review of problem logs, assisting with test plans and test matrices, and other analysis activities.
• 10% Provide input on the business direction for system changes.
• 10% Validate the business need for solutions to business problems and process improvements.
• 5% Assist in the development and documentation of training materials. Mentor or train less experienced staff.
Required Skills and Abilities: Demonstrated understanding of concepts of the supported business unit. Basic knowledge of standard industry practices. Demonstrated knowledge of procedures for the business unit. Able to communicate effectively with technical and non-technical audiences, including the ability to express complex technical and business concepts to all management levels, peers, and the business units. Strong teamwork and interpersonal skills. Understands how IT affects an organization and is able to link it to business processes. Excellent analytical skills. Good conceptual skills. Able to read and comment on test plans and test matrices, project plans, and scope and design documents. Required Software and Other Tools: Microsoft Office. Preferred Skills and Abilities: Conceptual understanding of project management techniques. Able to influence and negotiate solutions to business problems. Preferred Software and Other Tools: Visio, MS Project or similar software, data mining using DB2, SQL, and/or other tools. Work Environment: Fast-paced, high demand environment. Work is frequently performed against mandated deadlines. Knowledge of when and what to delegate is essential in order to balance multiple high-priority tasks. Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer.
EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”About the company
Mindlance is one of the largest diversity-owned staffing firms in the US . As a recruitment centric talent acquisition company, Mindlance provides Technology, Engineering, Digital / Creative / Marketing, Clinical Research, Scientific, Finance, Professional and Payroll Management staffing services to Global 1000 companies across the US, Canada and India.