Business Systems Analyst - Contact Center
Apply NowCompany: City of Richmond, VA
Location: Richmond, VA 23223
Description:
Salary : $70,122.00 - $109,963.00 Annually
Location : 730 East Broad Street, VA
Job Type: Full-Time Permanent
Job Number: 73M0000BSA1
Department: Citizen Service & Response
Opening Date: 03/07/2025
Closing Date: 4/6/2025 11:59 PM Eastern
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
The Department of Citizen Services & Response is seeking a skilled Contact Center Business and Systems Analyst with a deep understanding of contact center technologies to manage and optimize our city's integrated cloud-based contact center. Current environment includes Cisco Webex Contact Center and Interactive Voice Response system (IVR) and Calabrio Work Force Management system (WFM).
The ideal candidate will be responsible for supporting the business stakeholders and end-users that rely on these technologies through configuration, user support and training, to help teams better meet the City's mission of excellent customer service.
Candidate will collaborate with various stakeholders, IT partners and vendors to gather requirements, document processes, and support the implementation of system changes and ensure solutions continue to align with business goals and meet the needs of end-users.
Duties include but are not limited to
Platform Management
Project Leadership / Requirements Analysis
Process Improvement:
System Configuration & Implementation:
Stakeholder Communication:
Documentation & Training:
Quality Assurance:
Qualifications, Special Certifications and Licenses
Knowledge, Skills, and Abilities
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01
10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?
02
5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?
03
Which best describes the scope of your project experience in business systems analysis, leading discovery efforts, documenting requirements and evaluating or proposing solutions?
04
Which best describes your operational experience in an inbound contact center?
05
How many years of experience do you have configuring or administering work force management (WFM) systems.
06
List all contact center and work force management systems you have worked in as an advanced user or system administrator in the last 5 years.
07
List all management platform systems that you have experience using.
08
What best describes your experience building call flows for contact center IVRs or configuring systems to utilize skills-based call routing?
Required Question
Location : 730 East Broad Street, VA
Job Type: Full-Time Permanent
Job Number: 73M0000BSA1
Department: Citizen Service & Response
Opening Date: 03/07/2025
Closing Date: 4/6/2025 11:59 PM Eastern
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
The Department of Citizen Services & Response is seeking a skilled Contact Center Business and Systems Analyst with a deep understanding of contact center technologies to manage and optimize our city's integrated cloud-based contact center. Current environment includes Cisco Webex Contact Center and Interactive Voice Response system (IVR) and Calabrio Work Force Management system (WFM).
The ideal candidate will be responsible for supporting the business stakeholders and end-users that rely on these technologies through configuration, user support and training, to help teams better meet the City's mission of excellent customer service.
Candidate will collaborate with various stakeholders, IT partners and vendors to gather requirements, document processes, and support the implementation of system changes and ensure solutions continue to align with business goals and meet the needs of end-users.
Duties include but are not limited to
Platform Management
- Centered on Cisco's Webex Contact Center, Cisco IVR and Calabrio WFM & QM:
- Configure and update platforms to meet operational needs of the city's contact center teams.
- Perform new and existing user administration.
- Assist in project-oriented enhancements, system level changes or new implementations.
- Coordinate with internal IT leads and/or vendor for scheduled upgrades, maintenance, troubleshooting and user support as needed.
- Develop in-depth system expertise in order to understand all system capabilities and how best to utilize to for business and operational optimization.
Project Leadership / Requirements Analysis
- Collaborate with business stakeholders to gather and document business requirements and business processes.
- Understand and communicate scope and impact of planned software updates or upgrades through research and user acceptance testing
- Coordinate with IT partners, vendors and impacted teams to minimize operational impact of any changes and upgrades
- Translate business requirements to specific and complete functional requirements to be relied upon by designated project team
- Collaborate with project team and business stakeholders to validate all necessary business requirements and operational needs are being fulfilled from project beginning to completion.
Process Improvement:
- Work directly with stakeholders and end users to understand diverse operational needs.
- Analyze business processes, industry trends, best practices, etc. to identify and recommend opportunities for improvement.
- Develop process maps, workflows, and documentation to support business processes.
System Configuration & Implementation:
- Work closely with the technical and vendor teams to implement system configurations or changes that meet business requirements.
- Assist in the development of test configurations, test plans, and user acceptance testing (UAT).
- Provide ongoing support during implementation of upgrades, updates, or new related technologies and ensure smooth transition to the new system.
Stakeholder Communication:
- Act as a liaison between business stakeholders and technical or vendor leads.
- Facilitate meetings and workshops to ensure alignment on project goals and deliverables.
- Create and present reports to leadership to support recommendations for any system or operational changes.
- Communicate project status, risks, and issues to relevant stakeholders.
Documentation & Training:
- Develop and deliver training for end users in person or remotely to ensure effective use of systems.
- Improve training and operational procedures where needed to increase efficiency and productivity.
- Create and maintain comprehensive documentation for system changes, processes, and workflows.
Quality Assurance:
- Conduct system testing or user acceptance testing as appropriate to ensure business requirements are met.
- Troubleshooting and root cause analysis to Identify and help resolve user or system issues.
- Ensure proposed system changes, upgrades or new implementations continue to meet business needs and are free of critical defects.
Qualifications, Special Certifications and Licenses
Knowledge, Skills, and Abilities
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills and ability to tailor communications to technical and non-technical stakeholders.
- Proficiency in business analysis tools and techniques
- Ability to manage multiple projects and priorities simultaneously
- Proficiency in MS Office, Teams, and SharePoint
- Bachelor's degree in related field or equivalent experience
- 3-5 years of experience as a Platform Manager, Business Systems Analyst or similar role
- Strong knowledge of cloud-based contact center solutions, VoIP, and related technologies
- Familiarity with software development lifecycle (SDLC) and agile methodologies
- Relevant certifications (e.g., CIsco Certified Specialist, Webex Contact Center, Business Analyst Certifications) a plus
- Experience working with system integrations and APIs is a plus
- Experience with business process modeling, data analysis, and project management.
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01
10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?
- Yes
- No
02
5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?
- Yes
- No
03
Which best describes the scope of your project experience in business systems analysis, leading discovery efforts, documenting requirements and evaluating or proposing solutions?
- No experience
- Limited - mostly documenting requirements to handoff to others
- Proficient - participation in discovery sessions; documentation of requirements
- Intermediate - schedule and lead discovery, elicit, and document requirements from stakeholders
- Advanced - full project cycle - from discovery, documentation, aligning requirements to solutions, testing, implementation and training
04
Which best describes your operational experience in an inbound contact center?
- No experience
- One to three years of experiences
- Four to five years of experience
- Five or more years of experience
05
How many years of experience do you have configuring or administering work force management (WFM) systems.
- No experience
- One to three years of experiences
- Four to five years of experience
- Five years or more of experience
06
List all contact center and work force management systems you have worked in as an advanced user or system administrator in the last 5 years.
07
List all management platform systems that you have experience using.
08
What best describes your experience building call flows for contact center IVRs or configuring systems to utilize skills-based call routing?
- No experience
- One to three years of experience
- Four to five years of experience
- Five years or more of experience
Required Question