Senior Contact Center Business Analyst required for the documenting of business and technical requirements for Corporate wide contact centers so that those

Our GTA based, Municipal Government client requires the services of a Senior Business Analyst for the business and technical requirements for Corporate

wide contact centers so that those contact centers can be a) rebuilt in an new cloud contact center platform, and b) modernized while in the cloud to address existing

pain-points, simplify integrations with SAP, as well as introduce integrations with ServiceNow. This will enable the decommissioning of Corporate infrastructures reducing duplicate operational costs associated the duplicate on premise infrastructures.

ROLE:

This Business Analyst will work with each contact center to document business and technical requirements covering the following, at a minimum: communication

Channels; Call/Interaction Flows; Service Levels & KPIs; Workforce & Operations Requirements; Quality Management, Agent Experience, Integration, Telephony &

Connectivity, Security, etc.

The requirements documentation will be used to build each contact center in the solution and validate for completeness.

Duties:

The Business Analyst is responsible for:

• Analyze business processes and systems, identify inefficiencies and/or required controls, document procedures, track key Performance Indicators.
• Collaborate with internal and external customers to elicit business requirements and develop workable solutions.
• Lead or assist with Contact Centre platform migration, including discovery sessions and review of configuration, including auto-attendant and Interactive Voice Response (IVR) menus and call routing and other configurations.
• Elicit, define, and document business requirements and translate high-level objectives into detailed Business Requirements Documents (BRDs), and other Deliverables such as functional specifications, use cases, workflow diagrams, process diagrams, data flow diagrams, and data model diagrams.
• Analyze existing telephony, IVR, routing, and reporting processes to determine migration impacts and modernization opportunities.
• Translate business requirements into configuration requirements for the target platform (queues, skills, routing logic, integrations, etc.).

MUST HAVE:

• Post-secondary education in Computer Science or IT or Business-related degree or equivalent; CBAP/PMP certification is an asset.
• Experience in Contact Centre operations, reporting, dashboards and analytics; experience with Genesys Cloud CX and Verint Enterprise WFM/QM preferred.
• Experience leading or participating in contact centre solution migrations and modernizations.
• Experience with CRM integrations (e.g., Salesforce, Dynamics, ServiceNow) or API integrations with CRM solutions.
• Expertise in requirements gathering, gap analysis, business process mapping
• Experience drafting test plans, test cases, functional, user acceptance, and regression testing; and issue tracking
• Demonstrated ability in IT analysis methodologies, including process flow definition, data flow diagraming, call flow diagraming, Voice Response/Call
• Flow design, and event/message flow diagraming.
• Knowledge of contact center platform functions and features including queues/skills, routing profiles, business hours, overflow/failover, agent states, screen pops.
• Knowledge of Interactive Voice Response/Call Flow design including DTMF/ASR prompts, menus, call treatments, callback, emergency branches, and how to express them in flow diagrams and acceptance criteria.
• Knowledge of telephony concepts including SIP trunk implications, number porting sequences, and Session Boarder Controllers touchpoints at a high level.
• Knowledge in networking concepts, devices and switches, including VPN technologies including IPsec, SSL VPNs; Zero-trust, segmentation strategies; DNS/DHCP hardening and NAC; MPLS (Multiprotocol Label Switching) network circuits; and software defined networks