Business Solutions Analyst
Exaways Corporation, San Jose, CA, United States
Job Description
MUST HAVE
- Amazon Connect, MS Dynamics, and Customer Support on Products. This is Onsite.
Keys:
BSA - Customer Experience.
Voice Chat / Messaging / CRM
Omnichannel, Case Management
MUST HAVE:
Contact Center Technologies experience and Amazon connect.
Job Description:
Responsibilities: • Collaborate within multiple stakeholders and cross-departmental teams to ensure proper implementation approach is in place. • Analyze business requirements, explore and evaluate various options, configure the application to meet requirements and coordinate testing with QA and User acceptance testers. • Research and recommend solutions which meet the business needs for new projects. • Translate business architecture through the elicitation and definition of functional requirements and develop documentation and data flows. • Provide level 3 end user support as called upon by the Production Support Team. • Assist with test data preparation and testing. • Ensure documentation is up to date on sharepoints and wiki pages. • Help with Jira Hygiene. • Maintain a working knowledge of call center software like Genesys PureCloud, Amazon connect. • Bring up process and experience improvement ideas and be the idea lead/sponsor and rally the technical teams to rapidly prototype and prove a concept.
Requirements: • Requires bachelor's degree. • 5+ years of overall experience. • 2+ years supporting customer care related functions. • Ability to communicate effectively and experience in documenting requirements and specifications is essential. • Bring a continuous learning, improving and collaborative mindset • Self-motivated and proven ability to work creatively and analytically in a problem-solving environment. • Ability to build and manage cross functional relationships.
MUST HAVE
- Amazon Connect, MS Dynamics, and Customer Support on Products. This is Onsite.
Keys:
BSA - Customer Experience.
Voice Chat / Messaging / CRM
Omnichannel, Case Management
MUST HAVE:
Contact Center Technologies experience and Amazon connect.
Job Description:
Responsibilities: • Collaborate within multiple stakeholders and cross-departmental teams to ensure proper implementation approach is in place. • Analyze business requirements, explore and evaluate various options, configure the application to meet requirements and coordinate testing with QA and User acceptance testers. • Research and recommend solutions which meet the business needs for new projects. • Translate business architecture through the elicitation and definition of functional requirements and develop documentation and data flows. • Provide level 3 end user support as called upon by the Production Support Team. • Assist with test data preparation and testing. • Ensure documentation is up to date on sharepoints and wiki pages. • Help with Jira Hygiene. • Maintain a working knowledge of call center software like Genesys PureCloud, Amazon connect. • Bring up process and experience improvement ideas and be the idea lead/sponsor and rally the technical teams to rapidly prototype and prove a concept.
Requirements: • Requires bachelor's degree. • 5+ years of overall experience. • 2+ years supporting customer care related functions. • Ability to communicate effectively and experience in documenting requirements and specifications is essential. • Bring a continuous learning, improving and collaborative mindset • Self-motivated and proven ability to work creatively and analytically in a problem-solving environment. • Ability to build and manage cross functional relationships.