System Analyst - Contact Centre/Telephony/Genesys

I'm working with a large Federal Government department to find a Systems Analyst.

This is an initial 6 month contract with 2 x 6 month extensions

The role is for a System Analyst who is experienced in complex voice and digital contact centre solutions and telephony platforms to work in our Interactive Voice Response (IVR) team. The departments Contact Centre solution is based on a Cisco / Genesys platform and includes Nuance products for Virtual Assistant and Voice Biometrics and Verint products for Call Recording and Quality Assessment.

You will:
  • Be proficient in producing SQL scripts and use other data analytical software tools to undertake and manage complex research and analysis or data extraction associated with identifying and sizing compliance risks, monitoring and profiling, program evaluation, trend analysis and data collection
  • Be accountable for specific data analysis tasks and action requests for stakeholders as required, including providing specialised advice and recommendations
  • Utilises analytic techniques and methods independently to develop technical data solutions to achieve business outcomes
  • Gather and investigate data and statistical information from a variety of sources to undertake business system and solution design; consider identified risks, trends, impediments and opportunities and develop and implement strategies to address them
  • Elicits and document current and future states, user pathways, business rules, use cases, business requirements, high level solution designs and design specifications in the development and implementation of testing and release plans
  • Prepare and contribute to reports and risk profiles as required
  • Manage relationships with stakeholders across a range of issues to influence desired outcomes and to achieve work area and agency goals
  • Work collaboratively to utilise analytic techniques and methods to develop technological situations to achieve business outcomes
  • Constructively analyse issues to identify improvements about how own work is performed to achieve business outcomes Prepare project and work plans detailing measurable milestones and outcomes, monitor project and work progress and manage priorities

To have your application considered, you will:
  • Be an Australian citizen
  • Not have worked outside of Australia in the last 5 years


If this position sounds of interest to you, please APPLY NOW! For more information, please contact Aimee Goff on 02 6113 7520 or via email on aimee.goff @igniteco .com
11/01/2021
Canberra (Deakin)
Contract
I.T. & T
BH-358881
I'm working with a large Federal Government department to find a Systems Analyst.

This is an initial 6 month contract with 2 x 6 month extensions

The role is for a System Analyst who is experienced in complex voice and digital contact centre solutions and telephony platforms to work in our Interactive Voice Response (IVR) team. The departments Contact Centre solution is based on a Cisco / Genesys platform and includes Nuance products for Virtual Assistant and Voice Biometrics and Verint products for Call Recording and Quality Assessment.

You will:
  • Be proficient in producing SQL scripts and use other data analytical software tools to undertake and manage complex research and analysis or data extraction associated with identifying and sizing compliance risks, monitoring and profiling, program evaluation, trend analysis and data collection
  • Be accountable for specific data analysis tasks and action requests for stakeholders as required, including providing specialised advice and recommendations
  • Utilises analytic techniques and methods independently to develop technical data solutions to achieve business outcomes
  • Gather and investigate data and statistical information from a variety of sources to undertake business system and solution design; consider identified risks, trends, impediments and opportunities and develop and implement strategies to address them
  • Elicits and document current and future states, user pathways, business rules, use cases, business requirements, high level solution designs and design specifications in the development and implementation of testing and release plans
  • Prepare and contribute to reports and risk profiles as required
  • Manage relationships with stakeholders across a range of issues to influence desired outcomes and to achieve work area and agency goals
  • Work collaboratively to utilise analytic techniques and methods to develop technological situations to achieve business outcomes
  • Constructively analyse issues to identify improvements about how own work is performed to achieve business outcomes Prepare project and work plans detailing measurable milestones and outcomes, monitor project and work progress and manage priorities

To have your application considered, you will:
  • Be an Australian citizen
  • Not have worked outside of Australia in the last 5 years


If this position sounds of interest to you, please APPLY NOW! For more information, please contact Aimee Goff on 02 6113 7520 or via email on aimee.goff @igniteco .com
11/01/2021
Canberra (Deakin)
Contract
I.T. & T
BH-358881