Overseas Contractor
Apply NowCompany: Futran Tech Solutions Pvt. Ltd.
Location: Houston, TX 77084
Description:
Ring Centeral Business Analyst
Remote
$65 per hour
Responsibilities
Effectively communicate and engage with business stakeholders and peers to gather requirements
Work closely with contact center managers and agents to understand their needs and challenges
Ability to balance longterm strategic goals with shortterm operational needs
Identify opportunities to streamline contact center processes
Develop user stories and acceptance criteria to drive functional nonfunctional and system requirements for development teams
Ability to partner with crossfunctional teams across ResMed in different time zones
Work with solution architects and platform architect teams to design solutions based on signedoff requirements
Present developed features and functionality to business stakeholders
Facilitate User acceptance testing with identified users and obtain sign off for implementation
Perform impact analysis for scope change requests and document changes to requirements business processes configuration and data mapping
Identify opportunities to optimize processes and apply technology solutions that align with growth objectives
Follow change management processes defined within ResMed
Provide post implementation support
Qualifications
Bachelors in computer science or related field
5 years of experience with a focus on contact center operations
Strong understanding of contact center technologies including CRM systems IVR ACD and workforce management tools
Experience with contact center software platforms Ring Central This is mandatory
Familiarity with customer experience CX and customer journey mapping
Oracle ERP experience is a plus
Strong business acumen with customer first mindset
Excellent written and verbal communication skills
Proven ability to analyze complex business processes and develop effective solutions
Strong analytical and problemsolving skills with a keen attention to detail
Knowledge of agile methodologies and project management principles
Remote
$65 per hour
Responsibilities
Effectively communicate and engage with business stakeholders and peers to gather requirements
Work closely with contact center managers and agents to understand their needs and challenges
Ability to balance longterm strategic goals with shortterm operational needs
Identify opportunities to streamline contact center processes
Develop user stories and acceptance criteria to drive functional nonfunctional and system requirements for development teams
Ability to partner with crossfunctional teams across ResMed in different time zones
Work with solution architects and platform architect teams to design solutions based on signedoff requirements
Present developed features and functionality to business stakeholders
Facilitate User acceptance testing with identified users and obtain sign off for implementation
Perform impact analysis for scope change requests and document changes to requirements business processes configuration and data mapping
Identify opportunities to optimize processes and apply technology solutions that align with growth objectives
Follow change management processes defined within ResMed
Provide post implementation support
Qualifications
Bachelors in computer science or related field
5 years of experience with a focus on contact center operations
Strong understanding of contact center technologies including CRM systems IVR ACD and workforce management tools
Experience with contact center software platforms Ring Central This is mandatory
Familiarity with customer experience CX and customer journey mapping
Oracle ERP experience is a plus
Strong business acumen with customer first mindset
Excellent written and verbal communication skills
Proven ability to analyze complex business processes and develop effective solutions
Strong analytical and problemsolving skills with a keen attention to detail
Knowledge of agile methodologies and project management principles