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Omnichannel Business Analyst - Telephony

Employer
Harvey Nash
Location
UK
Salary
Competitive
Closing date
26 Jul 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Essential Skills:
  • Proven business analysis experience with a track record of successful implementations and forging business relationships
  • Experience working on Client services functioning/ contact centre transformation projects
  • Knowledge or experience working with Contact Centre technologies or Genesys Telpehony system
  • Understanding of Telephony Terms
  • Strong experience in all aspects of requirements engineering including:
    • Requirements elicitation and articulation
    • Gap and cost benefit analysis
    • Workshop facilitation
    • Business case development
    • Stakeholder management
  • Experience working across all phases of technology delivery life cycle using SDLC and DSDM frameworks
  • Delivery and results focussed with the ability to work in a complex and fast-moving environment
  • Ability to operate as part of a high-functioning team and work independently as required


Desirable Skills:
  • Experience working with offshore teams
  • History working within an asset management or investment banking environment
  • Experience of contact centre technology and customer service as a business function
  • Practical knowledge of agile working practices in particular Scrum
  • Structured data analysis
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