Tech BA

Principal responsibilities

Having experience on building, deploying and supporting enterprise application. 

Having exposure to Contact Center -IVR, Genesys application and integration with 3rd party application 

Having knowledge of Contact Center domain

Having understanding of infrastructure and network, cloud networking

Develops software solutions by studying information needs, conferring with users and various teams, studying systems flow, data usage, and work processes; investigating problem areas; and following the software development lifecycle

Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.

Prepares and installs solutions by determining and designing system specifications, standards, and programming

Should be able to handle individual task with minimum supervision.

Bachelor Degree

Requirements 

To be successful in this role, you should meet the following requirements:

8-10 + year experience for applications running in MS Windows platform.

Working knowledge of Contact Centre applications like IVR , Genesys etc.

Good knowledge on IVR and its designing with flow.

Experience on Workflows, Custom workflows, Business Rules, Business Process Flows and their configurations as per requirements.

Experience in Call routing technology and ACD’s would be an added advantage.

Experience within the field of Routing management, WFM & Command center

Knowledge in Genesys Systems and technology

Stakeholder and Project management

Experience with Microsoft Office products – O365, PowerPoint, Word, teams and Excel

Experience with Confluence, JIRA, Kanban boards etc

Previous experience supporting financial applications: Banking Domain understanding.

Good at debugging, ability to pin point code lines that cause issue

Able to provide and help release fixes to production. 

The successful candidate will also meet the following requirements: (Good to have Requirements)

Excellent Communication and Interpersonal skills both written and Verbal

Flexible approach to working hours and responsibilities

Familiar with risk-based decision-making and escalations

Confident in communicating effectively with internal stakeholders and senior managers

Excellent Analytical and problem solving skills

Ability to manage and balance competing agendas

 Ability to translate technical jargon to fit various audiences

Eagerness to learn new things

Familiarity with AGILE methodology and DevOps and ITIL framework.