Job Description

We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.

You will also lead the review of current processes and metrics that support operational effectiveness, identify constraints or opportunities that inhibit, or can accelerate, the business and technology strategy, and develop options or approaches to improve business outcomes. You'll lead work to develop and review artifacts that accurately describe current state processes, practices, and/or metrics the determine root cause for constraints in the process. You'll also actively identify alternative processes and practice options with associated impact on KRIs/KPIs or Operational Metrics.

- Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.

- Develop and maintain the product backlog, including epics, features, and user stories.

- Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.

- Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.

- Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.

- Provide guidance and support to the development team to ensure successful delivery of project goals.

- Monitor and report on project progress, risks, and issues.

- Use deep understanding of Microsoft Office tools, Diagramming Software (e.g. Lucid, Visio, etc.), and/or other appropriate technical tools within a specific domain or functional area on the processes, data analysis, and IT governance.

- Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

- 7+ years of experience in a Business Systems Analyst role.

- Bachelor's degree in related field required.

- Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.

- Strong knowledge of Genesys Cloud Platform and Dynamics 365.

- Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.

- Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

- Experience working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.

- Strong analytical and problem-solving skills.

- Ability to prioritize and manage multiple tasks in a fast-paced environment. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.