Business Systems Analyst (Contact Center domain exp) - Remote

Remote Jobs; Houston (TX); Remote; USD 55,000 - 96,000; Full time

Job summary

NAVA Software solutions seeks a Business Systems Analyst with Contact Center domain expertise to bridge business needs and technological solutions. You will gather requirements, design systems, improve processes, and support end-users through training and troubleshooting in a remote, cross-functional environment.

You will collaborate with Product, Project and Delivery teams to mature communications workflows, IVR/ACD streams, and CCaaS platforms while ensuring data-driven decisions and smooth

Qualifications

• Bachelor's degree in business, IT, or related field.
• Strong analytical and problem-solving skills.
• Excellent communication with technical and non-technical stakeholders.
• Familiarity with programming, databases, and system architecture.
• Direct experience administering CCaaS platforms such as Five9, Amazon Connect, CXOne.

Responsibilities

• Requirements gathering with stakeholders and documenting business needs.
• System design and planning aligned with objectives.
• Identify and implement process improvements.
• Analyze contact center data to support decisions.
• Develop and execute test plans; ensure quality.
• Create documentation and training materials.
• Facilitate stakeholder communication across teams.
• Provide training and take part in end-user support.

Skills

Analytical skills

Communication skills

Technical proficiency

Adaptability

Project management

Education

Bachelor's degree in business, information technology, or related field

Tools

Five9

Amazon Connect

CXOne

Job description

NAVA Software solutions is looking for a Business Systems Analyst (Contact Center domain exp)

Details

• Business Systems Analyst (Contact Center domain exp)
• Location: Remote
• Duration: 6 -12 months
• Experience with modern CCaaS platforms such as Five9, Amazon Connect, CXOne, etc...

The Business Systems Analyst is the bridge between business needs and technological solutions. They will gather and analyze requirements, design systems, improve processes, and ensure that technology aligns with business goals. They play a vital role in enhancing efficiency, facilitating communication between stakeholders and IT teams, and supporting end-users through training and troubleshooting. A combination of analytical, communication, and technical skills is key to success in this role.

The Communications BSA will be directly involved in the day-to-day of maturing our Communications adoption, workflows, and tooling for the entire customer lifecycle. You will work within the communications program and directly support vertically aligned peer delivery teams to ensure cross-functional technology outcomes related to the communications work streams. You will have direct influence on the quality of the inputs and outputs of the deliverables produced by the communications program - and be an active participant in delivering value to the business. You will work directly with the Product, Project and Delivery Managers to support Five 9 and Amazon Connect IVR and ACD Work Streams.

Essential Job Functions

• Requirements Gathering: Collaborate with business stakeholders to understand their goals, processes, and requirements. Document and analyze these requirements to form a solid understanding of the business needs.
• System Design and Planning: Develop detailed system specifications and design solutions that align with business objectives. Work closely with developers and IT to ensure the proposed solutions meet business requirements.
• Process Improvement: Identify opportunities for process improvement within existing systems and processes. Propose and implement changes to enhance efficiency, productivity, and overall business performance.
• Data Analysis: Analyze historical contact center data to extract insights and support decision-making processes within the Communications program. Ensure data accuracy, integrity, and reliability.
• Testing and Quality Assurance: Develop and execute test plans to ensure that systems and applications meet specified requirements. Identify and address any issues or defects during the testing phase.
• Documentation: Create comprehensive documentation, including user manuals, user experience / process flows, utterances, system documentation, and training materials. Keep documentation up-to-date as systems evolve.
• Stakeholder Communication: Facilitate communication between business stakeholders and IT Operations, and Engineering teams. Ensure that all parties have a clear understanding of project requirements and progress.
• Training and Support: Provide training and support to end-users on new systems and processes. Address any user issues or concerns and collaborate with the support team to resolve technical issues.

Other duties as assigned by manager

Qualifications

• Education: Bachelor's degree in business, information technology, or a related field.
• Analytical Skills: Strong analytical and problem-solving skills to understand complex business processes and recommend effective solutions.
• Communication Skills: Excellent communication skills to effectively interact with both technical and non-technical stakeholders.
• Technical Proficiency: Familiarity with various software and systems, as well as an understanding of programming languages, databases, and system architecture.
• Contact Center: Direct experience administering and optimizing modern CCaaS platforms such as Five9, Amazon Connect, CXOne, etc...
• Project Management: Ability to manage multiple tasks and projects simultaneously. Knowledge of project
• Adaptability: The ability to adapt to changes in technology and business requirements, staying updated on industry trends and best practices.