Senior IT Systems Analyst, Contact Center Technology & Operations

Job Description
Title: Senior IT Systems Analyst, Contact Center Technology & Operations

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.

Key Responsibilities:

• 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.
• Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.

Qualifications:

• Minimum 7+ years' experience in a Business Systems Analyst role
• 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.
• Bachelor's degree in computer science, Information Technology, or a related field is preferred.

Preferred Skills:

• Experience in Contact Center transformation related projects.
• Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).
• Experience in Banking Industry