Job Description
Pay Rate Range: $50.00 - 51.47/hr.
GBAM Req ID: 1071XXXXXX
Role: Senior IT Systems Analyst, Contact Center Technology & Operations
Job Description:
"We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program.
The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more.
This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.
Key Responsibilities:
• Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.
• Develop and maintain the product backlog, including epics, features, and user stories.
• Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.
• Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.
• Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.
• Provide guidance and support to the development team to ensure successful delivery of project goals.
• Monitor and report on project progress, risks, and issues.
• Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.
"•Minimum 7+ years' experience in a Business Systems Analyst role
• Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.
• Strong knowledge of Genesys Cloud Platform and Dynamics 365.
• Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.
• Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Expereince working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Bachelor's degree in computer science, Information Technology, or a related field is preferred.
Preferred Skills:
• Experience in Contact Center transformation related projects.
• Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).
• Experience in Banking Industry"
Skills: Digital : Microsoft Azure~Business Analysis~Digital : DevOps
Experience Required: 10 & Above
Skills:
Category
Name
Required
Importance
Experience
SkillCategoryTest1_MN
Digital : Microsoft Azure
Yes
1
7+ years
GBAM Req ID: 1071XXXXXX
Role: Senior IT Systems Analyst, Contact Center Technology & Operations
Job Description:
"We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program.
The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more.
This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.
Key Responsibilities:
• Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.
• Develop and maintain the product backlog, including epics, features, and user stories.
• Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.
• Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.
• Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.
• Provide guidance and support to the development team to ensure successful delivery of project goals.
• Monitor and report on project progress, risks, and issues.
• Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.
"•Minimum 7+ years' experience in a Business Systems Analyst role
• Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.
• Strong knowledge of Genesys Cloud Platform and Dynamics 365.
• Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.
• Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Expereince working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Bachelor's degree in computer science, Information Technology, or a related field is preferred.
Preferred Skills:
• Experience in Contact Center transformation related projects.
• Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).
• Experience in Banking Industry"
Skills: Digital : Microsoft Azure~Business Analysis~Digital : DevOps
Experience Required: 10 & Above
Skills:
Category
Name
Required
Importance
Experience
SkillCategoryTest1_MN
Digital : Microsoft Azure
Yes
1
7+ years
💡 Quick Summary
Seeking a career-building opportunity? The USA_Developer position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Phoenix offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
