Take your career to the next level with Amaris Consulting as a Business Analyst - CCaaS Transformation. 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.
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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 flows and IVR systems xsgfvud 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