Senior Business Systems Analyst

4 weeks ago

Dublin, Dublin City, Ireland Cpl Full time

Snr. Business Systems Analyst, CX Workforce & Quality Management

€400 - €500+ per day

Hybrid working

Initial 6 month contract with possibility to extend

Role

Our clients are seeking a Senior Business Systems Analyst (BSA) to support with the introduction of Genesys WEM (Workforce Employee Engagement) Platform globally which provides solutions for Workforce Management and Quality, Coaching. The BSA will work closely with various Business Units primarily Workforce Management and Quality organization, Service Delivery Teams, Telecom, Project management, Product Development, and QA teams to design solutions, metrics, roadmaps, strategies, and team structure to ensure successful execution. This migration is a multiyear program, and the role is critical for the success of the program as well for delivery of WFM and QM best in class solution.

Responsibilities


• Define and drive product requirements for the Genesys WEM platform.


• Be a key liaison between technology team and the business for all the Workforce functions, Training and Quality Assurance.


• Partner with Genesys Product and services team to understand the various capabilities, and proactively learn the technology to drive the right design and product solutions for the end users. Be the product change champion for WEM.


• Assess tools and processes needed to deliver on the Workforce and Learning & Development, Quality and Customer Experience strategies.


• Identify AI/ML optimization opportunities as part of the design especially for Quality Management.


• Ensure the organizational strategic goals/direction are considered into the design and operationalization of the new platform; in order to build a best in class workforce and quality system that is integrated with other dependent applications.


• Evaluate the needs of the organization and deliver key value adding solutions to achieve and excel in operational goals.


• Implement integrated solutions that could supports both Workforce management, Training & Coaching.


• Define and perform as an Administrator of Genesys for Workforce Management and Quality Assurance/Call Reviews


• Partner with cross-functional product and technical teams to implement large-scale integration designs/solutions required.


• Work with Project and Program Management to define key project goal, plan and milestones.


• Experience working with software engineering teams throughout the development lifecycle


• Solid technical background with the ability to drill into the details with engineering to determine the best solution for WFM and QM end users.

Qualifications


• Bachelor's degree plus 6+years of BSA or related work experience.


• Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.


• At least 3+ years' experience working on Contact Center technologies like Genesys or similar


• Expertise in JIRA and Agile methodology.


• Strong background in business systems analysis (preferably with customer support organizations) and project management throughout the product life cycle.


• Ability to communicate verbally and in documenting clearly, complex design and technical issues, as well as business and product specifications


• Knowledge of integrated, global call center technologies to support Genesys, eWFM, NICE, CRM, CTI integration and other contact center quality products is preferred


• Superior analytical, interpersonal, communication (written, verbal, and technical), presentation, negotiation and problem-solving skills.


• Ability to work across group boundaries and forge cross-functional relationships.


• Strong oral and written communication skills


• Strong leadership and organizational skills


• A fast learner that is highly motivated, persistent and a self-starter

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