Contact Centre Business Analyst

5 days ago

Sydney, New South Wales, Australia Axiom Technologies Full time

Axiom Technologies is a global IT services partner supporting medium to large-scale enterprises. Our team is dedicated to delivering exceptional service to our clients.

We are seeking a skilled Contact Centre Business Analyst to join our team. As a key member of our team, you will be responsible for coordinating various activities, from simple tasks to complex projects. This role will provide on-site and on-call assistance to end-users within our organization's desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities:

  • Conduct detailed current state analysis of the existing Genesys IWD and IVR systems to understand and document functionalities, workflows, and system interdependencies.
  • Work closely with stakeholders to gather and document business and technical requirements for the new platform.
  • Identify, document, and analyze business requirements using analytical and critical thinking abilities to propose appropriate solutions.
  • Possess strong communication skills to effectively convey findings and plans to key stakeholders within the organization.
  • Coordinate and participate in testing activities to ensure the new system meets business requirements and functions correctly.
  • Support the development of training materials and provide support to end-users during and after the implementation of the new system.
  • Liaise with vendors to ensure delivery aligns with agreed specifications and timelines.
  • Act as a liaison between business stakeholders and technical teams.
  • Responsible for analyzing contact center data to generate insights, track key performance indicators (KPIs), and provide regular reports to management.
  • Monitor project progress and provide regular updates to the program team and other stakeholders.

Requirements:

  • 3+ years of relevant experience.

What's Next?

If you are looking for a challenging role that aligns with your skills and experience, please submit your resume to our team.

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