Contact Center Business Technology Analyst

Description:
• Serves as a computer technology expert for assigned functional applications to assist business lines with development and ongoing support.
• Provides project release direction and support including research, analysis, review, development, implementation and monitoring of new or revised systems.
• Acts as a liaison for project release and typically perform analysis supporting the strategies and objectives of the business line.
• Compiles and analyzes information that is very detailed and often interpretive making project release recommendations based on the findings.
• Interfaces with internal and external resources to ensure successful completion, installation and implementation in accordance with client needs.
• This role acts as a Workforce Management (WFM) subject matter expert and coordinates with business line partners on schedule requirements.
• Observes and reports out attendance incidents and communicates real-time staffing adjustments and/or reallocations as needed.
• Emphasizes improving operational efficiency and also effectively generating a positive impact on the customer experience.

Requirements: • Bachelor's degree, or equivalent work experience • Five or more years of direct experience (with project lead responsibilities), or eight or more years of related experience • Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations • Strong understanding and use of project management techniques and testing processes and supervises their use • Ability to develop test schedules, review testing plans, track test issues and report on test results • Proficient computer navigation skills using a variety of software packages including Microsoft Office applications • Strong project management, organization and analytical skills • Effective interpersonal, verbal, written and presentation communication skills • Effective leadership and negotiation skills • Thorough knowledge of a business line or function area • 3-5+ years of experience with established workforce management systems (NICE IEX, Aspect, Five9, etc.) • 3-5+ years of experience with call center systems, preferably Amazon AWS, Avaya • Prior experience and/or an understanding of call center operations and customer service/default call center environments • Intermediate knowledge of Microsoft Excel (complex formulas)

Benefits:
• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

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