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WAM_Genesys_BA_Senior

3.00 to 5.00 Years   Bangalore   04 Jun, 2021
Ernst & Young
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Be part of an Agile Squad and participate in all phases of the Agile lifecycle, including working with the SME/Product Owner to understand business requirements, refining/grooming JIRA user stories, coordinating design discussions.
  • Analyze functional and technical requirements, document with use cases, wireframes, data flow diagrams, sample reports, or other similar artifacts.
  • Acting as the interface and advocate between the business users and the development teams.
  • Proactively identify and manage issues to full resolution and providing status updates on progress.
  • Conduct review sessions with the various stakeholders on the artifacts
  • Do the configuration, customization of IVR and other contact center functionalities
Mandatory Skills
  • An Individual with prior BA/Product management experience in a Contact center/Call center Platform such as Genesys, Nice, Avaya, Zendesk, Google, Avaya.
  • Experience in Agile methodologies.
  • Good communication skills & problem solving skills
  • Excellent root cause analysis skills
  • Excellent written/oral communication skills and listening skills and an ability to present ideas concisely
  • Working Knowledge of Microsoft Office Suite, Microsoft Visio and JIRA
  • Flexible, highly adaptable and excellent team player as project evolves
Nice to have Skills
  • Having experience in Genesys Could.
  • Having experience in integrating with Salesforce or CRM tools
  • Having experience in multiple channels (Voice, Email, Text, Chat, Chatbot, Social media)
Genesys DeveloperMandatory Skills
  • Experience in developing contact center features in Genesys Cloud/Genesys Engage
  • Experience in developing VXML/SeXML/grXML etc
  • Experience in development of application using Java/Java Script
  • Experience in working with AWS or other cloud technologies
  • Experience in SQL and related skill set.
  • Good communication skills & problem solving skills
Nice to have Skills
  • Having experience in building application using database MySQL/SQL Server/Oracle etc.
  • Having experience in integrating with Salesforce or CRM tools
  • Having experience in multiple channels (Voice, Email, Text, Chat, Chatbot, Social media)
,

Keyskills :
root cause analysisuse casesdata flowroot causeuser storiesflow diagramscontact centerproblem solvingmicrosoft office

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