Job Description :
Job Description:

The client is looking for a Business Analysts who have supported Telecommunications projects. Candidates need tohave experience supporting Contact Center projects implementing Contact center software.

Strong Contact Center experience of at least 5 years focused on implementation of contact center software
Strong understanding of Avaya and or CCaaS solutions
Strong understanding of BI Solutions and Customer Journey reporting
Strong understanding of IVR and API integrations including Chat bots
General understanding of Salesforce CRM platform required including experience with Sales Cloud, Service Cloud and Marketing Cloud on Classic and Lightning versions
Experience supporting other call center functions, including workforce management/optimization, call recording and quality monitoring, knowledge management, CTI/call routing, Chat / Email / SMS and reporting.
General understanding of Voice Biometrics
General understanding of Outbound Dialers with TCPA compliance.
General understanding of callback from queues technology like Virtual Hold or Callback Assist solutions.
Ability to quickly adapt to ad hoc requests from operational leaders
Ability to translate business process needs into requirements artifacts such as business requirements document, use cases and user stories and work closely with internal and external partners to deliver quality solutions.

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