Position: DOT Senior Technical Business Analyst
Location: Boston, MA

Responsibilities:

• Execute, document platform's administrator changes.
• Create, document change requests when required.
• Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, service desk etc), vendor, and end-users to provide accurate and effective resolutions to issues on the various components of the Five9 platform.
• Provide effective written and verbal communications to users, stakeholders, vendors regarding the status of incidents, changes, other initiatives that he/she will be responsible for.
• Work with Major Incident Management team and Customer Engagement Manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT.
• Prepare, design workflow diagrams and process workflows.
• Advice and assist Contact Center business groups with Five9 development of new IVR scripting and menu modifications.
• Manage system improvements in coordination with business groups and vendors.
• Manage and coordinate integrations with payment (Secure Pay), Atlas, and other systems.
• Lead initiatives to enhance application capabilities, such as IVA implementation, integration with other internal applications.
• Coach, mentor, and train other (business and IT) members on the use of the various components of the Five9 platform.
• Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
• Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
• Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc, ensuring all business needs are met.

Skills:

• Must have strong knowledge of contact center environments. Including call center application and call center operations. Five9 application knowledge preferred.
• Must have strong analytical and problem-solving skills.
• Must have excellent verbal and written communication skills.
• Ability to effectively communicate technical matters.
• Ability to gather business requirements and translate them into functional requirements.
• Experience in technical business, systems analysis in a related industry.
• Ability to define, manage and exceed customer expectations.
• Strong intellectual curiosity and capacity for professional growth.
• Experience in project management.
• Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
• Perform with a strong sense of urgency.