MAXIMUS IT is seeking an Analyst - CCaaS Cloud Solutions to bridge the gap between IT and business units by utilizing data analytics to assess processes, gather requirements, and deliver insightful reports and recommendations to executives and stakeholders, with a strong focus on contact center technologies, including cloud-based solutions such as Genesys Cloud and Amazon Connect.
Requirements
- Understanding of public and private cloud CCaaS, including IaaS, PaaS, SaaS, and UCaaS environments.
- Knowledge of contact center skills such as ACD, IVR, NLP, automated dialers, queuing, chat/web messaging, Email, SMS, VoIP, DID, TFN, DNIS, call and screen recording.
- Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word, Outlook, Teams) and diagramming tools like Lucid or Microsoft Visio.
- Additional familiarity with Genesys Cloud and Amazon Connect is desirable.
- 4+ years of experience analyzing technical requirements and working with multidisciplinary teams to identify solutions, risks, and mitigation strategies, or similar Business Analyst experience.
- Elicit requirements through interviews, workshops, surveys, site visits, and business process analysis.
- Evaluate and reconcile information from multiple sources, abstracting high-level concepts into detailed requirements.
Responsibilities
- Support the design or modification of business systems and IT systems to meet organizational needs.
- Gather, document, and analyze business needs and technical specifications.
- Create detailed process flow diagrams and system documentation, including user manuals.
- Act as the primary liaison between business units, technology teams, and support teams for contact center initiatives.
- Gather technical requirements during migrations, implementations, and system changes.
- Collaborate with engineering, management, and subject matter experts to review RFPs and participate in solution design.
- Support enterprise strategic initiatives and manage low to moderate level CCaaS builds or changes on platforms like Genesys Cloud and Amazon Connect.
Other
- We are seeking a highly motivated and passionate Analyst - CCaaS Cloud Solutions to join our dynamic team.
- Proven ability to work efficiently in a fast-paced environment, managing multiple priorities and deadlines with limited supervision.
- Strong understanding of project management processes and relevant experience.
- Excellent interpersonal, organizational, and communication skills, both written and verbal.
- Support User Acceptance Testing (UAT) activities and facilitate process improvements.
