Job Description

Job Title: Contact Center Support Business Analyst
Job Number: 21762
Duration of Contract: 8 Months

Our client has a current need for Contact Center Support Business Analyst to join their team.  The ideal candidate will  have outstanding collaboration and communication skills to successfully determine project deliverables that align with organizational goals.

Opportunity Overview :
  • Responsible for implementations, documenting platform’s administrator changes.
  • Develop and document change requests when required.
  • Collaborate with cross-functional IT Teams, vendor, and end-users to offer accurate and effective resolutions to issues on the various components of platform.
  • Produce valuable documentation and verbal communications to all relevant teams and individuals regarding incidents, updates organizational initiatives 
  • Partners with various team to assist with resolutions to incidents.
  • Maintains communications with all stakeholders participating in project.
  • Escalate issues that require executive attention.
  • Responsible for  data analysis and reporting on the various components of the system when requested.
  • Conducts system analysis and provide documentation of complex call flows.
  • Collaborates with  business users, stakeholders to assess, document business requirements on new initiatives, projects.
  • Gathers user and system requirements through all means necessary (i.e. brainstorming sessions, meeting etc.)
  • Responsible for preparation, design workflow diagrams and process workflows.
  • Recommends and assists contract center teams with platform development of new scripting and menu modifications. 
  • Manage system improvements in coordination with business groups and vendors.
  • Manage and coordinate integrations with payment (Secure Pay), Atlas, and other systems.
  • Lead initiatives to enhance application capabilities
  • Coach, mentor, and train various team members on the use of the various components of platform.
  • Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
  • Drives the definition of future project scope, milestones, tasks, deliverables, and resource requirements.
Qualifications & Required skills:
  • 5+years direct work experience in Contact Center application support.
  • Demonstrated analytical background, experience managing vendor contracts and implementations
  • Deep knowledge of contact center applications.
  •  Server Virtualization, Windows OS.
  • Knowledge of end-to-end systems
  • Knowledge of ITIL processes and service delivery.
  • Knowledge of requirements gathering and elicitation techniques.
  • Experience with Call Center IVR scripting and messaging techniques.
Educational Requirements:
  • BA/BS degree in Business, Computer Science, Management Information System or related field.
Work location and Additional Info:
  • Remote role but will be required to be onsite as requested.
  • Candidates local to the greater Boston Area are strongly encouraged to apply  
Overture Partners is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected veteran status, or other factors protected by federal, state, and/or local law.

Application Instructions

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