Sr Business Systems Analyst (Contact Center/CCaaS) - Military Veterans

Job Summary
SUMMARY OF MUST HAVES:

Primary:

3~4 years of experience in Business Analysis, with a focus on Customer Service and Contact Center- -related technologies and systems (CCaaS, Genesys, Avaya).

Good knowledge and experience with Contact center software (IVR, ACD, and CMS), and reporting processes.

SUMMARY OF REQUIRED WORKING KNOWLEDGE &EXPERIENCE:

Genesys, CRM, Avaya, 8X8

Contact Center Technologies:

IVR (Interactive Voice Response)

ACD (Automatic Call Distribution)

PBX (Private Branch Exchange)

Call queuing, routing, agent management.

Job Description

MAJOR RESPONSIBILITIES:

This position will require someone who is able to be onsite, per the hybrid schedule below. Relocation assistance is not provided.

Hybrid Work Schedule : 3 days a week @ Medline's Northfield and / or Libertyville, IL offices.

Please read description carefully.

Highlighted areas are required

• Minimum 4 years related work experience.
  
  


• Lead and drive requirements gathering sessions for new Contact center applications (Omnichannel) with multiple teams and stakeholders with minimal dependency from Lead or Manager.
  
  


• Organize and engage in effective meetings with the IT team and business SMEs.
  
  


• Identify the inter-dependencies of complex business processes across organization and domains. Requires leading, communication, and collaboration with cross-functional teams including senior leaders and executives.
  
  


• Translate business requirements into technical specifications for CCaaS solutions. Collaborate with Developers and Engineers on technical designs and development.
  
  


• Perform implementation and configuration activities including prototyping, analysis, system configuration, operational implementation and process documentation.
  
  


• Configure and customize CCaaS platforms to meet specific business needs.
  
  


• Investigate and document business requirements from business partners to facilitate discussions and conduct workflow analyses. Construct workflow charts and diagrams, study system capabilities, and write specifications.
  
  


• Act as a liaison and lead between the IT development group and business partners for the development and implementation of new systems and enhancement of existing systems.
  
  


• Ensure solutions are tested/validated sufficiently before being implemented in production. Test planning and testing results with minimal level of input and review from management.
  
  


• Work with the business partners to ensure process and system changes are communicated clearly and that users are informed and/or trained sufficiently.
  
  


• Working with large datasets within applications, develop reports and dashboards as well as the creative problem solving, leadership, and communication skills necessary to drive change.
  
  


• Recommend solutions or improvements to business processes which can be accomplished through new technology or alternative uses of existing technology.
  
  


• Take ownership of Business analyst project deliverables and improve existing processes. Define standards for team deliverables and processes.
  
  

SUMMARY OF MUST HAVES:

Primary:

• 
  3~4 years of experience in Business Analysis, with a focus on Customer Service and Contact Center- -related technologies and systems (CCaaS, Genesys, Avaya).
  
  


• 
  Good knowledge and experience with Contact center software (IVR, ACD, and CMS), and reporting processes.
  
  

SUMMARY OF REQUIRED WORKING KNOWLEDGE &EXPERIENCE:

• 
  Genesys, CRM, Avaya, 8X8
  
  


• 
  Contact Center Technologies:
  
  

IVR (Interactive Voice Response)

ACD (Automatic Call Distribution)

PBX (Private Branch Exchange)

Call queuing, routing, agent management.

WORK EXPERIENCE

At least 4 years of experience in Customer Service and Contact Center related business system analysis and configuration , such as:

• Experience documenting complex processes and generating supporting diagrams.
  
  


• Working with cross functional teams to document end to end business processes workflows and system integrations.
  
  


• Experience building and maintaining customer service and helpdesk software and telephony systems (Genesys, CRM, Avaya, 8X8).
  
  


• Good knowledge of contact center technologies and concepts such as IVR (Interactive Voice Response), ACD (Automatic Call Distribution), PBX (Private Branch Exchange), including call queuing, routing, and agent management.
  
  


• Utilizing SQL for data analysis and metrics reporting.
  
  


• Analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
  
  


• Experience in an agile/scrum environment.
  
  

Knowledge / Skills / Abilities

• Broad knowledge of Customer Service applications hardware, software, and reporting.
  
  


• 
  Strong documentation, organizational, analytical, and critical thinking skills.
  
  


• Experience documenting complex processes and generating supporting functional requirements and process flow diagrams.
  
  


• Able to work independently and Collaborate with internal teams, business stakeholders, and external partners
  
  


• 
  Testing and Quality : Able to Identify and resolve any issues or bugs in the application.
  
  


• Time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
  
  


• Working with cross-functional teams to identify and implement solutions to complex problems. Ability to assess and initiate actions independently.
  
  


• Strong interpersonal and relationship management skills.
  
  


• 
  Strong customer service skills.
  
  


• Strong business analytical and problem-solving skills.
  
  

PREFERRED QUALIFICATIONS

Work Experience

• Preferable: Candidates with experience with call center operations management systems.
  
  


• 
  Experience working with enterprise IT applications like CRM, SAP, Workday.
  
  

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here .

Every day, we're focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what's right to delivering business results, together, we're better. Explore our Diversity, Equity and Inclusion page here .

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.