Business Analyst - Senior - Contact Centre as a Service Experience (Genesys)

Project Description

Job Title: Business Analyst - Contact Centre as a Service (CCaaS)

Assignment: This is a 1-year contract

Location: Provincial Office - Toronto

Reports to: Operations Manager, Intake Operations Support

Primary Function: The Business Analyst will manage the transition of the Contact Centre solution from the legacy platform to the new CCaaS solution and to serve as the subject matter expert for Contact Centre processes and functionality.

They will also develop requirements for technology changes, conduct business process reviews, manage operational issues and work closely with stakeholders across LAO to support the effective operation of the Client and Lawyer Support Centre (CLSC).

Job Description

Job Title: Business Analyst

Assignment: This is a 1-year contract

Location: Provincial Office - Toronto

Reports to: Operations Manager, Intake Operations Support

Primary Function: The Business Analyst will manage the transition of the Contact Centre solution from the legacy platform to the new CCaaS solution and to serve as the subject matter expert for Contact Centre processes and functionality.

They will also develop requirements for technology changes, conduct business process reviews, manage operational issues and work closely with stakeholders across LAO to support the effective operation of the Client and Lawyer Support Centre (CLSC).

Key Accountabilities:

• Elicit and define business requirements for department initiatives.

• Translate high- level business requirements into a detailed Business Requirements Document for review by multiple stakeholders.

• Track and trace the delivery of business requirements throughout the project lifecycle to ensure successful implementation and alignment with original objectives.

• Conduct functional, user acceptance and regression testing; manage project implementation and issue tracking.

• Manage the migration of the Contact Center solution from the legacy system to the new CCaaS platform, participating in or leading discovery sessions to ensure all requirements are captured.

• Create, maintain and implement auto attendant and IVR menus as well as call routing configurations.

• Act as a liaison between the Contact Center, IOS and other LAO departments

• Develop and maintain a strategic and operational framework for the continuous evaluation and improvement of business practices.

• Collaborate with cross-functional project teams to deliver process improvement initiatives that enhance client satisfaction.

• Analyze Contact Center metrics and reporting to support business process improvements through data gathering and analysis.

• Troubleshoot and resolve user issues and minor technical problems.

• Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities

• Provide recommendations to the Operations Manager and IOS Director on process improvements, technology changes or client service strategies

• Lead or assist with drafting RFI’S and RFP's if required.

• Develop and implement processes for tracking system activities and identifying risks

• Collaborate with teams to design and develop job aids for new business initiatives or process changes, including technical documentation.

• Draft and review business notes for Contact Center and IOS initiatives involving process changes or service/ product acquisitions.

• Support the Contact Center on-boarding process.

• Ensure all Contact Center users and operations support staff are supported with appropriate tools and technologies. Perform other tasks as needed

Required Skills & Experiences:

• Expert knowledge of Contact Centre operations, reporting and analytics, and related technologies, with experience using Genesys Cloud CX and/or Verint Enterprise WFM & QM modules preferred (minimum 5 years’ experience)

• Business or IT related degree or Business Analysis related certification; Certified Business Analyst Professional (CBAP) is considered an asset.

• Advanced expertise in requirements gathering, gap analysis, business process mapping and user interface mock-ups

• Experience drafting business notes and clear, concise documentation for various stakeholders.

• Proven analytical skills in a contact center environment, with a strong understanding of contact center metrics and reporting.

• Experience leading or participating in the implementation or migration of a contact center solution or platform.

• Experience with functional, user acceptance and regression testing as well as project implementation and issue tracking

• Experience with drafting test plans, test cases or scripts to support system rollout.

• Experience with auto attendant and IVR setup and call routing configurations.

• Good understanding of network requirements for new and existing user setup.

• Broad understanding of IT department operations and challenges, particularly in the context of contact center technology

• Solid knowledge of project life cycle and project management principles.

• Advanced computer skills that including proficiency Word, Excel, PowerPoint, Visio and Teams; MS Project is an asset;

• Strong verbal and written communication skills with the ability to effectively interact with all management levels and technical teams.

• Experience in creating technical job aids and delivering training and/or demos to end users and stakeholders.

• Vendor management experience including RFP/ RFI processes and vendor evaluation

• Strong presentation skills

• Highly developed interpersonal, conflict resolution, and problem solving skills

• Demonstrated flexibility and adaptability to respond to fast-changing business needs and priorities

• Strong organizational and time management skills to manage multiple tasks and deadlines effectively.

Deliverables / Responsibilities

• Elicit and define business requirements.

• Translate high-level business requirements into a detailed Business Requirements Document for review by multiple stakeholders

• Track and trace the delivery of business requirements throughout the project lifecycle to ensure successful implementation and alignment with original objectives

• Conduct functional, user acceptance and regression testing; manage project implementation and issue tracking

• Manage the migration of the Contact Center solution from the legacy system to the new CCaaS platform, participating in or leading discovery sessions to ensure all requirements are captured

• Create, maintain and implement auto attendant and IVR menus as well as call routing configurations

• Act as a liaison between the Contact Center, IOS and other LAO departments

• Develop and maintain a strategic and operational framework for the continuous evaluation and improvement of business practices

• Collaborate with cross-functional project teams to deliver process improvement initiatives that enhance client satisfaction

• Analyze Contact Center metrics and reporting to support business process improvements through data gathering and analysis

• Troubleshoot and resolve user issues and minor technical problems

• Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities

• Provide recommendations to the Operations Manager and IOS Director on process improvements, technology changes or client service strategies

• Develop and implement processes for tracking system activities and identifying risks

• Collaborate with teams to design and develop job aids for new business initiatives or process changes, including technical documentation