Lead Business Systems Analyst

Miami, Florida
Not Specified
Oct 06, 2020
Nov 17, 2020

Job Purpose:

Assurant is hiring a Senior Contact Center Business and Usability Analyst to deliver an excellent customer experience to our customers and to support the contact centers within Assurant. The Contact Center Development team provides valuable customer experience and cost savings enhancements to the contact center software and ensures their reliability. The business analyst understands business problems to determine requirements and usable solutions. This person provides technical solutions in response to enterprise needs of moderate to high complexity in the fast-paced contact center environment.

What You Get to Do:

  • Serve as the senior/lead BA on a Scrum team
  • Translate business needs into technical solutions
  • Support a dynamic contact center and work cross functionally with a variety of teams/users
  • Work with numerous technology platforms while supporting various enterprise initiatives
  • Apply broad business knowledge and practical experience to the analysis / solution generation process
  • Analyze complex business problems, propose effective solutions, and understand and apply business vision and direction
  • Influence customer experience by providing usability recommendations
  • Ability to perform and coordinate system testing cycle, issues tracking, and resolution

What You Need to Have:

  • Bachelors degree in Computer Science, Management Information Systems, or related area
  • 5+ years of professional experience as a Business Systems Analyst in an Information Technology environment
  • 3+ years of recent experience with Contact Center / IVR Systems (Cisco Unified IP (preferred), Avaya, Genesys, NICE, etc.)
  • Strong understanding of Agile methodologies and working as a part of a Scrum team

What We Would Like You to Have:

  • Masters degree in Computer Science, Management Information Systems, or related area
  • Experience with Cisco technologies for Contact Centers
  • Experience with Call Center systems - IVR/VRU, CTI, Workforce Management, Call Reporting, Call Scripting and Routing
  • Experience with Voice User Interface (VUI) design and caller usability

Scrum Master or PMP certification/experience


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