Our client, a global technology consultancy, is seeking a Technical Business Analyst experienced in enterprise applications and contact center technologies to join their dynamic team. This role involves supporting and enhancing critical enterprise applications to optimize business processes.
Key Responsibilities:
- Develop and support enterprise applications with a focus on deployment and maintenance.
- Work extensively with Contact Center technologies, including IVR and Genesys, ensuring seamless integration with third-party applications.
- Analyze and document workflows, system flows, data usage, and work processes to improve system efficiency.
- Collaborate with users and teams to identify information needs and design software solutions, following the software development lifecycle.
- Create comprehensive documentation, including flowcharts, layouts, diagrams, and code comments, to demonstrate solutions.
- Design and install solutions by determining system specifications and standards.
- Manage individual tasks with minimal supervision, ensuring timely and effective delivery.
Qualifications:
- 5-10+ years of experience with applications on the MS Windows platform.
- Proficient in Contact Center applications like IVR and Genesys, with strong knowledge of IVR design and flow.
- Experience in Workflows, Custom Workflows, Business Rules, and Business Process Flows.
- Knowledge in call routing technology and ACDs is advantageous.
- Experience in Routing Management, Workforce Management, and Command Center operations.
- Expertise in Genesys Systems and technology.
- Strong stakeholder and project management skills.
- Proficiency in Microsoft Office Suite (O365, PowerPoint, Word, Teams, Excel).
- Familiarity with tools like Confluence, JIRA, and Kanban boards.
- Experience in supporting financial applications with a solid understanding of the banking domain.
- Strong debugging skills with the ability to identify and fix code issues.
- Capable of providing and deploying production fixes efficiently.
- Excellent written and verbal communication skills in English and Cantonese
If this outstanding opportunity sounds like your next career move, please submit through "Apply Now" or send your resume in Word format to Cherise Wong at resume@pinpointasia.com and put Business Analyst (Contact Centre Domain) – Leading Global Consultancy in the subject header.
Data provided is for recruitment purposes only.
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