Business System Analyst_Contact Center

4 weeks ago

Canada Tata Consultancy Services Full time

About TCS TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our agile industry units have embedded capabilities to enable rapid responses that provide a competitive edge to our customers. This, coupled with a unique Global Network Delivery Model™ (GNDM™), is recognized as the current benchmark of excellence in technology deployment. We have made significant investments in digital technology, horizontal, and vertical platforms, allowing us to successfully serve our clients for over 50 years. Skills and Responsibilities: •Seeking an experienced Contact Center Business Analyst to join our team. •The ideal candidate will have a strong understanding of Contact Center operations and will be responsible for capturing detailed business requirements, process mapping, and facilitating the development of solutions that drive efficiency and effectiveness. •Conduct stakeholder interviews, surveys, and workshops to gather business requirements and understand the objectives of the Contact Center project. •Should be efficient in understanding business requirements and negotiate with business if they are doable. •Should be efficient in traversing through IVR flows. •Should be efficient in data flow from IVR to Contact Centre apps. •Should have good knowledge of Contact Centre apps Analyze existing Contact Center processes, workflows, and technology infrastructure to identify areas for improvement or streamlining. •Collaborate closely with business units, IT teams, and project managers to translate business requirements into functional and technical specifications. •Document findings and recommendations in a clear and concise manner, including the use of flowcharts, diagrams, and other visual aids to clarify requirements. •Review, analyze, and evaluate business systems and user needs, and recommend appropriate solutions. Work closely with the project team to prioritize requirements, plan implementations, and coordinate testing and rollout of new features or changes. •Act as a liaison between the business side and the providers of IT services to ensure effective communication and collaboration. •Monitor project progress by tracking activity, resolving problems, and publishing progress reports. •Good to have below tool exposure Genesys apps Pulse Outbound WWE Genesys Administrator Infomart Other Apps Wallboard VERINT NICE •Strong knowledge of analytical tools and languages, specifically in following apps Genesys apps Pulse Outbound WWE Genesys Administrator Infomart Other Apps Wallboard VERINT NICE. Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resource Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.

  • Business System Analyst_Contact Center

    4 weeks ago

    Canada Tata Consultancy Services Full time

    About TCS TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed...

  • Business System Analyst_Contact Center

    4 weeks ago

    Canada Tata Consultancy Services Full time

    About TCS TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed...

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