Contact Center Analyst in Greensboro, NC at Open Systems Technologies

Date Posted: 10/20/2019

Job Snapshot

Job Description

A financial firm is seeking a Contact Center Analyst to join their team in Greensboro, North Carolina.

Within this role, you will be responsible for a variety of activities focused with the support of multiple contact centers and the technology they leverage.

Responsibilities

  • Coordination and communication with stake holders, gathering information, strong technical and business process understanding and the ability to perform end to end testing to support application developers

Qualifications

  • Must have a Bachelor’s degree in computer science, management information systems (MIS), information technology, or other related field
  • Strong PL/SQL query writing and data understanding, strong reporting skills, Tableau, Crystal, strong Microsoft Office (Power Point/Excel), Oracle, SharePoint, Quality Center
  • Genesys contact center solution, Mediation, Requirements Elicitation, Solution Designer (Business function/processes), Solution Implementer, System Maintenance, and Business Process Improvement, .net, C#, CRM tools, WFM, ServiceNow, PinDrop, and desktop application packaging/testing/deployment coordination
  • Experience with system testing working directly with business and developers for quick fixes
  • Ability to write user stories and test cases to support project related work
  • Experience with Project Methodologies: AGILE, Waterfall or Integrated approach between methods dependent on project need
  • Strong communication skills, being a self-starter and having the ability to work in a strong multi-location team environment  
  • Experience within contact centers, KPIs and ways to proactively enhance the customer experience
  • Call Flow Knowledge Preferred
Job keywords:

CHECK OUT OUR SIMILAR JOBS

  1. Business Analyst Jobs
  2. Systems Analyst Jobs