Business Analyst

APPLY TODAY!!!

We are looking for a Business Analyst to join our team. Major responsibilities are:

Onsite from Day one in Sacramento, CA.

Direct client opening.

?Minimum Technical Qualifications

Familiarity with Contact Center (CCaaS) platforms including Genesys Cloud CX.--------Must Have

As of the Offer Due Date, each proposed project personnel must have the following listed experience,

knowledge, skills and abilities, as evidenced by Attachment II, Proposed Project Person Skill

Summary Sheet and resume(s):

The Respondent’s proposed personnel must have at least five (5) years of experience within last ten (10)

years performing or demonstrating each of the following.

1. Experience with contact center requirements elicitation, facilitation, documentation and presentation to

different groups of users.

2. Experience performing contact center business process reengineering.

3. Experience modeling and documenting functional processes and use cases.

4. Experience designing and implementing a multi-channel contact center business model.

5. Experience developing call guidance strategy in a multi-channel interaction management structure

including inbound and outbound voice, email, chat, and SMS.

6. Experience optimizing and reengineering multi-channel workforce management (WFM) including

interaction recording, scheduling, skills-based routing, quality management (QM), and speech, text, and

desktop analytics.

7. Experience with customer survey design, implementation, and data analysis.

8. Experience with Key Performance Indicators (KPI) development and reporting with comprehensive

work capture.

9. Experience developing and implementing organizational change management, communication strategy,

training, surveying and stakeholder interviewing.

10. Experience creating desk procedures, job aids, knowledge articles, training material and providing

training to technical and non-technical users.

Desirable Technical Qualifications

It is highly desirable for each proposed project personnel to have the following listed experience,

knowledge, skills and abilities as evidenced by Attachment II, Proposed Project Person Skill Summary

Sheet and resume(s).

1. Experience providing consulting services to State and/or Federal agencies in the USA.

2. Experience translating business requirements to functional and non-functional requirements.

3. Strong analytical skill to assess business processes and practices, and identify improvement

opportunities.

4. Knowledge of contact center industry best practices and standards.

5. Excellent written and verbal communication skills.

6. Familiarity with Contact Center as a Service (CCaaS) platforms including Genesys Cloud CX, NICE

CXone, Talkdesk CX Cloud, etc.

7. Ability to collaboratively interact with contact center vendor and other contractors in support of

implementing a contact center solution.

8. Experience working in a large, complex project with many moving parts and frequent changes.

9. Experience developing and implementing change management and communication strategies in

conjunction with a large technology project.

10. Experience managing multiple tasks, deadlines and varying priorities.

Warm Regards
Neil Davis I Senior Recruiter
Agile Global Solutions, Inc ....."Empowering Enterprises"
916-620-9993
Neil@agileglobalsolutions.com | www.agileglobal.com