Key Responsibilities: Collaborate with stakeholders, users, and technical teams to gather, analyze, and document business and technical requirements. Study system flows, data usage, and business processes to identify improvements and propose technical solutions. Create clear documentation including flowcharts, process diagrams, data mapping, functional specifications, and user stories. Assist in designing and specifying system solutions, ensuring alignment with organizational standards and business goals. Support the software development lifecycle (SDLC) from requirements gathering to implementation and post-release support. Participate in deployment planning and support production releases, including defect identification and resolution.
Translate business requirements into technical deliverables in collaboration with development and QA teams. Work closely with project managers to ensure project scope, timelines, and deliverables are well managed. Assist in change management, risk assessment, and communication planning for key initiatives. Provide input and support for IVR design, call routing, and integration with Contact Center technologies and 3rd party applications. Job Requirements: Bachelor’s Degree in Computer Science, Information Technology, Business, or related field. Over 8 years of experience for applications on MS Windows Platform. Strong domain knowledge in Contact Center technologies (e. g.
, IVR, Genesys) and integration experience with third-party applications. Good understanding of call routing, ACDs, and Contact Center workflow designs. Experience working with Workforce Management (WFM), Routing Management, and Command Centers. Solid knowledge of infrastructure, cloud networking, and application deployment. Proficiency in workflow design, business rules configuration, and process mapping. Experience in Banking or Financial Services applications and operations. Comfortable with debugging, identifying root causes, and working closely with development to deliver production fixes. Proficiency in Microsoft Office Suite (O365, Excel, Word, PowerPoint, Teams). Experience with Confluence, JIRA, Kanban boards, and documentation tools.
Familiarity with Agile methodology, DevOps, and ITIL frameworks.
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