(Verint/Genesys) Business Systems Analyst, Senior

The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business Analyst, Senior will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center agents, their management, and executives to ensure operational efficiency.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
 

Your Work 

In this role, you will: 

• Provide complex analytical support through the analysis and interpretation of data in support of cross-functional business operations

• Develop annual operating plans, capital budgets and forecasts, and build business cases for new business initiatives (cost/benefit analysis)

• Develop, prepare, and analyze reports with complex analysis and data for management review, and present to various levels of management

• Define business requirements and provide analysis to increase operational efficiency

• Provide analytical support for multiple, complex cross-functional projects simultaneously; establish work plans and timelines

• Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys and Avaya systems

• Configure and validate changes to user access, routing, quality monitoring forms, speech categories and desktop triggers as needed by the business

• Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations

• Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms

• Producing technical guides, standard methodologies documents, and configuration and installation content for internal and external use

Your Knowledge and Experience 

• Requires a bachelor’s degree or equivalent experience

• Requires at least 5 years of prior relevant experience

• Functional knowledge of contact center operations

• Excellent communication skills with the ability to provide both verbal and written instruction to a wide audience

• Knowledge of Verint Performance Management, Speech and DPA is highly desired

• Knowledge of Avaya or Genesys call routing highly desired

• Strong interpersonal skills and good judgment with the ability to collaborate effectively in a team environment required