Take your career to the next level with Amaris Consulting as a Business Analyst - CCaaS Transformation.
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Become part of an international team, thrive in a global group with €800M turnover and 1,000+ clients worldwide, and an agile environment by planning the kickoff and follow up on projects. Join Amaris Consulting, where you can develop your potential and make a difference within the company.
WHAT WOULD YOU NEED?
Experience:
+5 years of experience as and IT Business Analyst
Proven background in operations, ideally within insurance/assistance industry
Technical expertise:
Mastery of project methodologies, process mapping, and technical/functional documentation
Contact center knowledge:
Strong understanding of telephony and contact center environments (Avaya experience valued)
Languages:
Clear communication in English, with French
and Spanish highly desired
Skills:
Excellent analytical and synthesis abilities, workshop facilitation experience with demanding stakeholders
Mindset:
Strong customer focus, delivery-oriented approach, ability to challenge stakeholders constructively
WHAT WILL YOU DO?
Lead the analysis of current telephony and contact center architecture (as-is analysis)
Map and document call xqysrnh flows and IVR systems for CCaaS transition
Create comprehensive inventory of numbers/VDN and agent skills/capabilities
Perform gap analysis between current state and Genesys CCaaS target solution
Contribute to target specifications document for CCaaS deployment
Facilitate workshops with stakeholders to validate findings and recommendations
Ensure smooth transition planning from Avaya to Genesys CCaaS platform