Cisco Analyst

Job Description Title: Sr. Business Systems Analyst Contact Center Applications Work Location: Austin, TX / Salt Lake City, UT / US-Remote Travel Requirement: If US-Remote, ability to travel into one of the work-location (About 15%) Job Description: Review and/or support the development of Contact Routing requirements/solutions for various contact experiences. Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions. Perform in-depth analysis to identify high-level business and functional requirements. Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders. Design, develop, deploy and maintain global routing configurations. Be the Point of Contact for routing related changes, and troubleshooting. Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner. Drive discussions to investigate/ troubleshoot on issues for resolution. Documenting changes and presenting updates to Senior Leadership team. Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations. Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions. Work with developers to manage sprints and perform Release Management tasks. bility to define and monitor KPIs on solutions to drive continuous improvement. nalyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers. bility to work across organizational departments and develop positive relationships. Required Qualifications : Bachelor’s degree in Management / IT. 5 years of industry experience in ecommerce/services industries. 5 years of prior experience as Business Systems Analyst or similar role. Extensive experience in contact center operations, contact center technologies, and contact center strategies. Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications. Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences. Comfortable with high pressure, high profile and fast-paced projects. Exposure to Technical Project management and Prioritization process. Strong written and verbal communication skills. Expertise in Excel, SQL and other similar tools for data analysis. Strong visualization skills or ability to put together a strong data narrative on solutions/experiences. Expertise in JIRA and Agile methodology. Proven understanding of high-performing organizations with Release cycles. Preferred Qualifications : 3 years of Routing Development Experience in Genesys Contact Center Solutions. Expert in Genesys Rules Engine and rules development. Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS. Experience in troubleshooting routing issues in production. Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset.