Contact Center Business Analyst / Business Process Reengineering (C)
Job description
Position is contract and will be 2-years.
Location: On-site in West Sacramento, CA
Pay scale will depend on tax filing status and if W2 hourly or if Corp-to-Corp. Ranges from 60-80 per billable hours and will also depend on specific experiences and tax status. Candidates will have a minimum of 10-years working in Information Technology.
Candidates will have the following specific technology experiences:
10-years experience in the following:
1. Experience with contact center requirements elicitation, facilitation, documentation and presentation to different groups of users.
2. Experience performing contact center business process reengineering.
3. Experience modeling and documenting functional processes and use cases.
4. Experience designing and implementing a multi-channel contact center business model.
5. Experience developing call guidance strategy in a multi-channel interaction management structure including inbound and outbound voice, email, chat, and SMS.
6. Experience optimizing and reengineering multi-channel workforce management (WFM) including interaction recording, scheduling, skills-based routing, quality management (QM), and speech, text, and desktop analytics.
7. Experience with customer survey design, implementation, and data analysis. 8. Experience with Key Performance Indicators (KPI) development and reporting with comprehensive work capture.
9. Experience developing and implementing organizational change management, communication strategy, training, surveying and stakeholder interviewing.
10. Experience creating desk procedures, job aids, knowledge articles, training material and providing training to technical and non-technical users.
Desirable Technical Qualifications :
1. Experience providing consulting services to State and/or Federal agencies in the USA.
2. Experience translating business requirements to functional and non-functional requirements.
3. Strong analytical skill to assess business processes and practices, and identify improvement opportunities.
4. Knowledge of contact center industry best practices and standards.
5. Excellent written and verbal communication skills.
6. Familiarity with Contact Center as a Service (CCaaS) platforms including Genesys Cloud CX, NICE CXone, Talkdesk CX Cloud, etc.
7. Ability to collaboratively interact with contact center vendor and other contractors in support of implementing a contact center solution.
8. Experience working in a large, complex project with many moving parts and frequent changes.
9. Experience developing and implementing change management and communication strategies in conjunction with a large technology project.
10. Experience managing multiple tasks, deadlines and varying priorities.
About ECI - Sacramento:
Estrada Consulting, Inc. (ECI) delivers technology-enabled services and solutions to clients all over the USA and British Columbia. We provide system integration, custom application development, data warehouse and business intelligence, project management, custom reporting solutions and consulting services to mid-size and large enterprises in all major industries. The Company headquarters is in Sacramento, California, and was established in year 2000. Visit http://www.estradaci.com/ to learn about our projects, managed services, awards and certifications delivering value for a range of businesses and government agencies.
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