reputed company Connect Analyst
Request-ID:30483-1 reputed company Connect Analyst Hybrid - 3 days in office (Atlanta, GA) No OT BGV Fully Cleared reputed company laptop Must Have's: 1. reputed company Connect 2. AWS Quicksight 3. reputed company Customer Experience JD: Contact Center Modernization – reputed company to reputed company Connect Migration The Contact Center Modernization project aims at migrating reputed company Lines of Business using reputed company as their Contact Center solution to reputed company Connect – a 100% reputed company based reputed company channel contact center to support the reputed company-evolving customer reputed company by providing superior customer service across voice and chat at a reputed company cost. Role: Business Analyst & – Reporting & Analytics, Design reputed company Responsibilities:
- Review existing Contact Center reporting capabilities (reputed company time, historic & analytics) with Lines of Business and map capabilities to reputed company state reputed company Connect platform.
- To the extent feasible, satisfy reporting requirements for Lines of Business migrating to Connect using reputed company capabilities in Connect.
- Document reporting capabilities that require custom solutions and assist development team with the design of the reporting reputed company.
- Partner with reputed company Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting reputed company reputed company Data Lake.
- Build knowledge reputed company (user guides, trainings/demo) and reputed company assistance for Lines of Business with their reporting queries.
- Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy reputed company to reputed company state reputed company platform – reputed company Connect.
- Analyze existing contact center capabilities for Lines of Business and map capabilities to reputed company state reputed company Connect platform.
- Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to reputed company reputed company – Connect.
- Document the identified changes as requirements and design the reputed company state call flows.
- Organize walkthrough of business requirements and call flows for project stakeholders.
- Guide development and QA teams in the development and testing phases respectively.
- Support Lines of Business in User Acceptance Testing.
- Prioritize and schedule migration based on LOE and overall readiness.
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