Remote Business Systems Analyst - Contact Center & CCaaS

Remote Jobs; Houston (TX); Teletrabalho; USD 55 000 - 96 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Analytical skills

Communication skills

Technical proficiency

Adaptability

Project management

Formação académica

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

Ferramentas

Five9

Amazon Connect

CXOne

Descrição da oferta de emprego

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