BA with Genesis and Symposium, MODIS Job Opening in Toronto, ON, CANADA

Job Opening: BA with Genesis and Symposium
Location: Toronto, ON, CANADA

JOB OVERVIEW:

Our client, located in Toronto, Ontario, is a major financial organization who has a six month contract available for a Business Analyst.  This position will provide integration and operational expertise on the Contact Centre Technology Suite of products and solutions for the purpose of platform and infrastructure level design, development, integration and deployment. The BSA will work with the team to contribute in the deployment or/and Operational & Support Process mapping of an IP Contact Centre.

JOB RESPONSIBILITIES:

- Participate in the delivery of Program Projects and Releases as committed
- Detailed Documentation of Business Requirements
- Manages requirements gathering for Operational & Support of the IP Contact Centre related engagements (all facets for projects and changes request of all complexities)
- Reviews technology solutions (business/technical) to ensure they meet project/initiative requirements and objectives
- Create/maintain project plans and manage technology integration initiatives; track and report progress to management and stakeholders against milestones.
- Support Project Managers and Technical Analyst in assessment of business impact, operational risk, alternatives and enhancements
- Create/Review operational & support processes (business/technical) to ensure they meet project/initiative requirements and objectives
- Generate recommendations and presents alternative approaches to meet Business Partner's needs
- Project management based on Project Management Methodolgy standards
- Manages testing requirements, quality assurance and gap resolution on delivered solutions
- Provide a source of expertise / direction / training / counseling on contact centre products, productivity tools options, operational model
- Develop Business and Technical knowledge

JOB  QUALIFICATIONS:

- Experience with Contact Centre tools (Telephony, Workforce Mgmt, Call Recording, Skills Based Routing, Network Based Routing, IVR, IP Contact Centre, etc)
- Technology & Systems Integration
- Contact/Call Centre Operations and Support
- Requirements Gathering & Analysis
- IP Contact Centre Enablement & knowledge of emerging protocols (would be an asset)
- Product making up the Contact Centre Technology Suite (or relative equivalent)
- Relevant technology
- IT Standards, Methodologies, PMF & audit requirements
- Change Management and ITIL Standards
- Different requirement methodologies: methodology of Object Orientation, Use Cases, Unified Modeling Language, iterative methodologies like RUP and traditional waterfall approach
- knowledge of Genesis and Symposium will be considered a strong asset

How to Apply:
Website: www.modiscanada.com.

Posted in: IT