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About the Role
We are seeking a highly experienced Business Analyst with a background and experience in the Contact Centre industry to join an organisation on an initial 6 month contract.
The individual needs to have exposure to or experience of contact centre organisations and associated enabling technology solutions with demonstrable experience of having the ability to understand when and how traditional business processes can be optimised through the use of technology is essential.
Key experience required:
- Experience in the application of technologies in an operational contact centre.
- An appreciation of (and preferentially, experience in) the roles within an operational contact centre that utilise one or more of these technologies.
- Exposure to at least one leading technology provider e.g. Avaya/Genesys for Unified Comms, Salesforce, MS Dynamics etc for CRM and / or others.
- Familiarity with the features/functionality and business applications of one or more of the above technologies.
- An appreciation of how customer experience is delivered from a multi-channel contact centre using the above technologies.
- The ability to manage delivery from 3rd party technology suppliers.
It’s a super, challenging role in a progressive organisation going through immense change.