The company is seeking a Business Analyst (IVR Genesys) to join our team, focusing on digital banking solutions including Online & Mobile Banking, Website, Digital Wealth Applications, Tablet Banking & CRM, Genesys IVR, IVR, and ATM & CDM.
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Key Responsibilities:
- Requirement Gathering: Collaborate with stakeholders to elicit, analyze, and document business requirements to enhance the customer experience on the IVR channel through improved automation and user-friendly business rules. Conduct interviews, workshops, and observations to design customer journeys on the IVR.
- Data Analysis: Collect, analyze, and interpret data from various sources, including call center agent activities, to identify trends and insights for business decisions. Identify agent processes suitable for automation on the Genesys IVR and assist in data governance activities.
- Process Mapping and Optimization: Evaluate existing business processes to propose optimized workflows. Document process maps, conduct gap analysis, and recommend improvements to enhance efficiency and customer experience.
- Solution Design: Collaborate with technical teams to translate business requirements into technical specifications, participate in design sessions, and review prototypes to ensure they meet business needs.
- Stakeholder Management: Engage with stakeholders across various departments to validate requirements and manage expectations. Facilitate communication between business and technical teams throughout the project lifecycle.
- Business Case Development: Assist in developing business cases and cost-benefit analyses for proposed projects, providing insights based on data analysis and industry trends.
- Documentation: Create and maintain clear and concise business requirements documents, use cases, functional specifications, and test plans to ensure they are accessible to relevant stakeholders.
- Testing and Quality Assurance: Collaborate with testing teams to define test scenarios, validate results, and participate in user acceptance testing to ensure solutions meet the defined requirements.
- Continuous Improvement: Stay informed on industry trends and identify opportunities for process improvement, recommending innovative solutions in the IVR and Chatbots banking domain.
Desired Skills and Experience:
Experience with Agile methodologies is preferred.
Language Requirements:
Please confirm language requirements if applicable.
