Job Summary

*SUMMARY OF MUST HAVES*:

Primary:

3~4 years of experience in Business Analysis, with a focus on Customer Service and Contact Center- -related technologies and systems (CCaaS, Genesys, Avaya).

Good knowledge and experience with Contact center software (IVR, ACD, and CMS), and reporting processes.



SUMMARY OF REQUIRED WORKING KNOWLEDGE &EXPERIENCE:



Genesys, CRM, Avaya, 8X8

Contact Center Technologies:

IVR (Interactive Voice Response)

ACD (Automatic Call Distribution)

PBX (Private Branch Exchange)

*Call queuing, routing, agent management.

Job Description

MAJOR RESPONSIBILITIES:

This position will require someone who is able to be onsite, per the hybrid schedule below. Relocation assistance is not provided.

Hybrid Work Schedule: 3 days a week @ Medline's Northfield and / or Libertyville, IL offices.

*Please read description carefully.

Highlighted areas are required*

• Minimum 4 years related work experience.

• Lead and drive requirements gathering sessions for new Contact center applications (Omnichannel) with multiple teams and stakeholders with minimal dependency from Lead or Manager.

• Organize and engage in effective meetings with the IT team and business SMEs.

• Identify the inter-dependencies of complex business processes across organization and domains. Requires leading, communication, and collaboration with cross-functional teams including senior leaders and executives.

• Translate business requirements into technical specifications for CCaaS solutions. Collaborate with Developers and Engineers on technical designs and development.

• Perform implementation and configuration activities including prototyping, analysis, system configuration, operational implementation and process documentation.

• Configure and customize CCaaS platforms to meet specific business needs.

• Investigate and document business requirements from business partners to facilitate discussions and conduct workflow analyses. Construct workflow charts and diagrams, study system capabilities, and write specifications.

• Act as a liaison and lead between the IT development group and business partners for the development and implementation of new systems and enhancement of existing systems.

• Ensure solutions are tested/validated sufficiently before being implemented in production. Test planning and testing results with minimal level of input and review from management.

• Work with the business partners to ensure process and system changes are communicated clearly and that users are informed and/or trained sufficiently.

• Working with large datasets within applications, develop reports and dashboards as well as the creative problem solving, leadership, and communication skills necessary to drive change.

• Recommend solutions or improvements to business processes which can be accomplished through new technology or alternative uses of existing technology.

• Take ownership of Business analyst project deliverables and improve existing processes. Define standards for team deliverables and processes.

*SUMMARY OF MUST HAVES*:

Primary:

• 3~4 years of experience in Business Analysis, with a focus on Customer Service and Contact Center- -related technologies and systems (CCaaS