Autodesk Contact Center Business Support Analyst in Leinster, Ireland
Contact Center Business Support Analyst Location: Dublin- Ireland Job ID: 18WD27166
*Position Overview * The Contact Center Business Analyst will help to shape the future of the way we support our growing network of subscribers. Acting as the conduit between the business and the development teams, this position is primarily focused on the analysis, design, documentation, testing and support of Contact Center Applications, Routing, Workforce Management and Reporting solutions. Knowledge of Contact Center Technologies, particularly Salesforce Service Cloud, inContact, NICE, Qualtrics and Clarabridge, are desired.
Responsibilities Business Analyst * Serve as the liaison between the customer community (internal and external customers) and the development teams * Consult with Contact Center platform stakeholders to understand business problems and translate them into functional and non-functional requirements. Critically evaluate information gathered from multiple sources and reconcile conflicts * Dissect high-level information into details and communicate these details in a manner understood by relevant audiences * Where possible, influence requirements and process to effectively utilize systems and applications without customization
System Definition * Analyze and propose configurations and other changes within the system per user /customer business needs. Analyze existing programs or formulate logic for new systems, devise logic procedures, prepare flowcharting, perform configuration, tests, and roll-outs to business users * Work closely with Business Units to gain in-depth understanding of business issues; identifying, analyzing and translating business needs into functional specifications; and working collaboratively with Design, Engineering and Scrum team members in the implementation of Contact Center solutions * Analyze requirements and prepare analysis documentation, including User Stories, Use Cases and other requirements documentation * Test solutions and ensure they meet business requirements and are fit-for-purpose. Present and validate solution with user. Create and execute test plans, log and prioritize defects * Collaborate with Project Manager on tasks related to the planning, scheduling and coordination of project activities. Participate in agile software planning and estimation process. Estimate resource time and costs * Balance business requirements with technical feasibility and set expectations on new projects. Recommend changes in development, maintenance and system standards. Determine resources and timeline
Additional Responsibilities * May plan and direct the work of staff assigned to specific work streams or project. Direct the work of off-shore resources to deliver on projects, enhancements and other commitments * Effectively deliver presentations to key customers/stakeholders and senior management * Influence and propose overall project process improvements
Minimum Qualifications * 5 8 years of experience in CRM solutions and business analysis * Bachelor s degree * Well rounded with experience in multiple Contact Center Technology domains * Prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps * Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressure * Excellent Analytical Skills, Problem Determination and Resolution Processes * Excellent Oral and Written Communications * Flexible and Professional * Excellent Organization Skills * Excellent interpersonal skills; team player * Working knowledge of Contact Center Technologies, particularly Salesforce Service Cloud, inContact, NICE, Qualtrics and Clarabridge, are desired
About Autodesk With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
Job: *Information Technology
Title: Contact Center Business Support Analyst
Requisition ID: 18WD27166