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Business Analyst - Contact Center as a Service

Company: NTT DATA Corporation
Location: Louisville
Posted on: May 23, 2020

Job Description:

Business Analyst - Contact Center as a Service Duties & Responsibilities:Gathers, analyzes, elicits, and documents business requirementDocument report changes, write definitions, and maintain reports structure and librariesSupports propriety contact center/web software tool for business operationsMonitors, create reports, and analyzes trends for service-level metrics to identify areas for improvement.Defines functional requirements and systematically interprets functional requirements into application designProposes recommendations and adjustmentsWorks with sponsors and key stakeholders; mobilizes and motivates teams; sets direction and approach; resolves conflict; delivers tough messages with grace; executes with limited information and ambiguity Basic Qualifications:Minimum five years hands on experience with implementation of "Contact Center as a Service" using NICE, Genesys, CISCO, or Five 9Minimum five years of experience integrating telephony systems with a CRMExperience working on a least one project following Agile principlesExperience working in a highly matrixed organization.Experience presenting to all levels of an organization with clarity and precisionExperience establishing and delivering complex projects.Excellent problem solving and critical-thinking skills.Advanced usage of MS Excel as well as other MS Office programsBachelor's degree in IT, Computer Science, or related discipline Nice to haves:Business Analyst CertificationScrum Master CertificationExposure to PMBOK methodologiesMaster's degree in IT or Business studies Travel:On-site position in Louisville, KY. Candidates must be local or willing to relocate to Louisville, KY. Remote work not an option for this positionAbout NTT DATA ServicesNTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. INDAPPS

Keywords: NTT DATA Corporation, Louisville , Business Analyst - Contact Center as a Service, Professions , Louisville, Kentucky

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