Business Analyst, IVR/Omnichannel

Location: Onsite 3 days a wk; Hybrid – Office location is Required Pay Scale: $60-65hr W2 • • • Due to client requirements this role is only open to USC or GC candidates • • • Summary: We are looking for a Business Analyst / system analyst to implement and improve our digital / AI customer engagement systems. You will analyze system requirements and address any relevant problems. You will also perform standard testing and provide solutions to ensure high levels of performance and security. • The individual will be responsible for working with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the development team to refine the requirement into specifications that can be executed by the team. • Responsible for combining business and technology skills with strong leadership, communication, negotiation, facilitation, adaptation, and presentation skills. • Creates Prototypes to share with both the business and technical teams to evaluate solutions. Good working knowledge of GitHub Copilot or similar tools, Prompting , JIRA, Bitbucket, Confluence and Scrum practices. • Serves as the ultimate facilitator between Business and IT in truly understanding the business's needs and plays a key role in the overall management and success of a project through the entire project lifecycle. This position has strong partnership with Project Managers, Business Stakeholders, and IT interfacing groups and may also be called upon to lead other IT project work based on changing project demands. • Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the project Required Qualifications: • Cloud and call center technology knowledge preferred; • Clear understanding and experience with Agile/Lean methodologies; • Working level knowledge of JIRA, Bitbucket, Github Copilot , Confluence, Python • Bachelor’s degree in computer science, 5-6 Years’ • Experience with Speech IVR or other client/user facing systems (Online or Mobile) as analyst, developer, designer or tester. Highly proficient in: • Analysis, creating use cases, Create High Level Design as well as DID’s and API/ webservices documentation, Gap Analysis, Traceability, Defect Triage, helps LOB with research on items that needs analysis. • Influential, yet diplomatic with good presentation skills and the ability to communicate effectively with non-technical users/management. • Detail-oriented with solid technical writing skills. • Effective cross-organizational communication, building a bridge between business strategy/requirements and multiple development teams and service pro MUST HAVES: Omni-Channel (contact center) Experience Digital transformation experience Digital contact solution experience Experience with IVR or Genesys Cloud CX and/or Genesys Architect. About Matlen Silver Experience Matters. Let your experience be driven by our experience. For more than 40years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works. Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status. If you are a person with a disability needing assistance with the application orat any point in the hiring process, please contact us at email and/or phone at info@matlensilver.com // 908-393-8600