Business Analyst 1

About Capgemini

With more than 180,000 people in over 40 countries,
Capgemini is a global leader in consulting, technology and outsourcing
services. The Group reported 2015 global revenues of EUR 11.9 billion. Together
with its clients, Capgemini creates and delivers business, technology and
digital solutions that fit their needs, enabling them to achieve innovation and
competitiveness. A deeply multicultural organization, Capgemini has developed
its own way of working, the Collaborative Business Experience™, and draws on
Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com                                                                                          

Rightshore® is a trademark belonging to
Capgemini

      
Capgemini America Inc is an Equal Opportunity
Employer encouraging diversity in the workplace. All qualified applicants will
receive consideration for employment without regard to race, national origin,
gender identity/expression, age, religion, disability, sexual orientation,
genetics, veteran status, marital status or any other characteristic protected
by law.

This is a general description of
the Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an
attempt to communicate the manner in which this position traditionally is
performed. Whenever necessary to provide individuals with disabilities an equal
employment opportunity, Capgemini will consider reasonable accommodations that
might involve varying job requirements and/or changing the way this job is
performed, provided that such accommodations do not pose an undue hardship.

 

Job description:

Title: Call center Business Analyst 

Location: NYC

This successful candidate will
be primarily responsible for leading the design, implementation and maintenance
of the call center routing platform. Experience with Genesys and other related
call routing technologies (like Avaya, NICE, IEX and Virtual Hold) is
preferred. The individual will work closely with call center operations leaders
to understand business needs, create routing strategies, recommend ongoing
improvements to the production environment - configuring the environment and
defining the roadmap for enterprise expansion and support. The role includes
liaison between the Call Center operational support group and the development
team. This person will gather requirements for the Call Center and Virtual
Assistant platforms, including system, product, and process enhancements. The
candidate should have approximately 6-10 years of IT service delivery, project
and staff management. Experience with Genesys and other related call routing
technologies (e.g. Avaya), combined with a demonstrable understanding of call
flows, queuing, routing and CTI on the Genesys platform are preferred.
Experience designing, developing and troubleshooting routing strategy is a
plus, as is experience in building IVR (Interactive Voice Response)
applications. The successful applicant will provide some second tier system
release support, and will also be expected to provide guidance to call center
business software implementation and configuration initiatives, working closely
with the QA team during integration testing while documenting the results.

Job Responsibilities:
Gather call center requirements and provide innovative solutions. Recommend
system product and process enhancements .Provide applications second-tier
support for systems issue resolution. Implement business software and provide
systems administration set-up and configuration. Coordinate with program
development teams on related software interfaces used by supported business
applications.