Contact Center Solutions Analyst

3 weeks ago

Sherbrooke, Quebec, Canada Global Excel Management Full time

Contact Center Solutions Analyst

The Contact Center Solutions Analyst serves as the business authority for Contact Center Solutions. This role is designed to be the primary contact for the application of Genesys Cloud and all GEM Contact Center Solutions. The analyst will facilitate communication between business units and IT for all new line, IVR, and configuration change requests. They will assist various Contact Center teams across locations with their operational needs, including training, support, optimization recommendations, and performance configuration. The Contact Center Solutions Analyst will collaborate with business leaders to convert their operational requirements into functional specifications and system solutions. Responsibilities include drafting user stories and leading user acceptance testing for change requests or projects. Additionally, the analyst will support the rollout of new features and functionalities within the business units across GEM. Finally, the incumbent will work closely with key stakeholders to ensure effective collaboration and communication regarding changes that affect their areas.

Typical Responsibilities

  • Develop a comprehensive document library for IVR maps and Genesys, including user guides and training materials;
  • Document the process for New Line Requests and IVR Change Requests;
  • Create a standardized template for submitting new line and IVR configuration change requests to ITSD;
  • Monitor IVR changes, including effective and expiration dates for change requests;
  • Coordinate testing for new line or IVR modifications;
  • Communicate changes to key stakeholders regarding impacts to their areas;
  • Assist in the implementation of new Genesys Cloud features or functionalities within the business;
  • Guide and mentor business units throughout the requirements gathering process;
  • Translate operational needs into functional specifications (draft user stories);
  • Participate in designing and executing test cases to ensure the delivered systems meet requirements;
  • Ensure user acceptance testing is completed;
  • Provide support during the go-live phase for the business;
  • Monitor and evaluate the performance of Genesys Cloud configurations/routing and offer feedback and recommendations for enhancements to the business;
  • Collaborate with the business to help translate their operational needs into functional specifications and system solutions;
  • Foster a collaborative working relationship with key stakeholder groups such as SI IT and operational leaders/SMEs;
  • Engage with the Genesys community to remain informed on industry developments;
  • Stay updated on best practices and trends within the Contact Center industry;
  • Document best practices for Genesys Cloud configuration;
  • Standardize configuration best practices wherever feasible;
  • Escalate requests for exceptions as necessary;
  • Educate the business on Genesys Cloud best practices and the change request process.

Key Challenges

  • Collaborating with diverse stakeholders (various operational teams, IT, IS, external partners, etc.);
  • Keeping abreast of system functionalities;
  • Managing deadlines and deliverables in a dynamic environment.

Required Skills and Experience

  • Post-secondary degree in Business Administration or Information Technology, or 2 years of relevant experience in a Business Analysis role, preferably in a contact center;
  • Minimum of 3 years of experience in customer contact centers;
  • Strong background in Contact Center technology (e.g., Call Routing/IVR, Genesys, NICE/IEX, Avaya, Cisco, etc.);
  • Experience with chat, chatbots, SMS, and automation is a plus;
  • Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Project, Visio);
  • Excellent verbal and written communication skills in English; proficiency in French is an asset;
  • Highly self-motivated and proactive;
  • Logical and efficient, with a strong attention to detail;
  • Exceptional data gathering, elicitation, analytical, and problem-solving abilities;
  • Strong presentation and meeting management skills;
  • Excellent communication skills and ability to work collaboratively.

Additional Information

If you require assistance or accommodation during the recruitment process, please notify Human Resources to discuss how we can assist you based on your individual needs.

What We Offer

  • Competitive compensation;
  • Comprehensive health/dental benefits, RRSP matching;
  • Paid training and opportunities for professional development;
  • Opportunities for growth and advancement;
  • Work-life balance;
  • Focus on health and wellness initiatives with an excellent EAP program;
  • Employee engagement programs that promote fitness, nutrition, and enjoyment.

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