Essential Job Functions:
The Analyst will support business stakeholders, curating the development of the Contact Center business roadmap, the facilitation of comprehensive scope and discovery, preparing user stories, assisting our business stakeholders with the prioritization of work, conducting user story refinement/grooming as needed, and partnering with our IT partners to ensure the delivery of value to the customer.
Search String: Scaled Agile/ SAFe, POPM Certification, NIC (Nice in Contact) call center software
Position Qualifications (Minimum Requirements):
High end knowledge of Contact Center efficiency with at least 5 years in Contact Center design/management
Must hold an active Scaled Agile/SAFe POPM Certification (Required)
Experience with NICE in Contact (NiC) call center software (Required)
Strong familiarity with applications and systems that support Contact Centers; to include webforms, customer relationship management (CRM), telephony (IVRs, workforce management, and call quality). (Required)
Best candidates will:
Manage organization and location of all workstream related documents (Call Flows, Procedures) with our System Admin Team.
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