We are looking for an experienced Senior IT Systems Analyst with deep expertise in Contact Center operations to support our Contact Center Transformation Program. This role will collaborate closely with the product owner and key business stakeholders to define the programs charter, vision, backlog, epics, features, and more. The analyst will play a key role in coordinating and supporting the implementation of new features across Contact Center Operations and Technology Enablement. A strong working knowledge of Genesys Cloud Platform and Microsoft Dynamics 365 is essential to ensure alignment between platform capabilities and business objectives.
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7+ years' 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.
Experience working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
Proven experience in Agile/Scrum environment
Experience in Contact Center transformation related projects preferred.
Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum) preferred.
Experience in Banking Industry preferred.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.