Accountable for leading subject matter experts (SMEs) in the elicitation, analysis, representation, validation and sign off of Business, User, System Functional and Non-Functional requirements. Accountable for creating the detail level requirements (Business, User, System Functional and Non-Functional) in the Requirements Definition Document during Solution Definition. Responsible for ensuring alignment of the System Functional and Non-Functional requirements with the solution's design.
? 2+ years as a business analyst or business consultant
? Contact Center operations experience (ideally as a business analyst or consultant)
? Knowledge of contact center solutions (Workforce Mgmt, Contact Center platforms, Performance Mgmt, Quality Mgmt, IVR, phone systems, unified communications, telephony, multichannel solutions, business intelligence, etc.)
? excellent communicator (both verbally and written)
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