Job Description

Role Senior- Business Analyst
Experience -5+ years
Location -Noida/Bangalore
Type -CIEL PayrollRoles and Responsibilities-Provides full life cycle analysis, development, support and complex problem resolution that
meets customer requirements and SLAs for Telephony platform.
Possesses a working knowledge of end-to-end business and IT processes related to
Telephony Call Center and IVR platforms.
Work as part of Telephony support team with other technology leaders, development staff
and technical/business analysts to create technical solutions.
Communicate progress, technical issues, and issue resolution.
Responsibilities:

• Support successful implementation of Telephony Call Center projects and timely service

in both On-Premise and Cloud platforms and Specifically Genesys Cloud

• Create Detailed Dialog Specification (DDS) and Call Flow design documents
• Document the technical / network requirements, design, and testing information to

ensure quality output that meets stated business needs

• Assist Product Owners with story creation and managing product backlogs.
• Deliver end to end application solution components on time and within budget that meet

the stated business needs , and conform to IT methodologies and Data Management
practices

• Create Project Documentation / SOX artifacts that meet SDLC standards
• Create robust, high quality technical solutions for business and technology customers
• Participates in delivery of fully tested applications or components of more complex

applications for System and Acceptance Testing

• Collaborate with other technology and development staff to provide solution

alternatives that ensure key deliverables are achieved

• Uses business knowledge to support business case development that leverage the

appropriate level of qualitative and quantitative information to support business objectives

• Create and modify technical processes, designs, and solutions as required
• Identify and support resolution of risks that could impact ability to deliver results within

the stated objectives

• Understand and manage the effect of change (regulatory, market or internal) on business

processes, IT solutions and toolsRequired Qualifications:

• Has experience with Genesys, WFM, WWE, Designer, and Platform Administration.
• 3-5 years of System Analyst experience with IVR design, Call Routing, Speech

Recognition, and Omni Channel Solutions.

• 1-2 years of experience with Google AI products. CX Dialog Flow, CCAI, Google Insights.
• 3-5 years of experience with Telephony On-Premise and / or Cloud platforms.
• 3-5 years Data Analytics / Operational Reporting - Tableau, SQL, Excel
• Experience working with IVR Computer Telephony Integration (CTI) Screen Pops on

platforms such as Genesys, Avaya, and Cisco.

Ciel HR