Contact Center Business Analyst-Fort Mill SC-Long Term Contract

Contact Center Business Analyst

Location: Fort Mill SC

Long Term Contract

MUST Have : Contact Center technology, Call Routing, IVR, Workforce Management (WFM).

Minimum Requirements:

5+ years hands-on experience with Contact Center technology and implementation.
5+ Strong knowledge in Call Routing, IVR, Workforce Management (WFM), Speech Analytics, CTI.
Familiar with Avaya, Genesys, NICE voice technologies. Omni Channel experience – Chat, CoBrowse, ScreenShare, Chabot, SMS, Email, Web. CRM Case Management experience – Siebel, SalesForce.com, ServiceNow, MS Dynamics.
Experience in a Broker Dealer or Financial Services Company.
Demonstrate understanding of data modeling techniques and concepts.
Expert experience with requirements gathering and management in Agile and Waterfall project approaches.
Detail oriented and critical thinker.
Experience in non-functional requirements gathering, traceability and UAT coordination and support.
Demonstrable facilitation and leadership skills in requirements solicitation and review (group JAD/JAR, user interviews)
Successfully engage in multiple initiatives simultaneously.
Must be comfortable in rapidly changing and sometimes ambiguous work situations.
Comfortable working independently, adapting to shifting priorities, demands and timelines in a fast paced environment
Keen attention to detail and complex problem solving abilities from operational and technical perspective.
Ability to handle full workload and meet proposed deadlines
Demonstrated understanding of data structures, data modelling, db schema is required.
Knowledge of technologies including SQL, XML and web application concepts.
Expert written and oral communication skills, strong interpersonal skills, and the ability to interact professionally with a diverse groups, executives, managers, and subject matter experts.
Exposure to enterprise integration tools, and extract/transform/load (ETL) tools. Experience working with Jira and TFS.