Associate Business Systems Consultant - Contact Center

Purpose:

• The Associate Business Systems Consultant is an individual contributor to functional maintenance, enhancement, and deployment of new or existing business applications, providing specialized technical and business knowledge to projects, with special focus on AEI Contact Center Customer Experience solutions and support services.
• This role partners with the business to identify scope, use cases, gather requirements, participate in UAT and support implementation of Contact Center and IVR systems, while aligning to BTS global standards and best practices
• Default point of contact for BTS with the business; brokers contracts between BTS and the business and resolves client and BTS relationship issues.
• Manages and provides expert advice on, the selection, design, justification, implementation, and business use of information systems.
• Analyzes business processes; elicits, analyzes, and documents business requirements; identifies alternative solutions, assesses feasibility, and makes recommendations typically seeking to exploit and leverage new or existing technology components.
• Translates business requirements into functional requirements; performs data and process modeling; manages change; and leads, coordinates / performs testing, verification, and validation of requirements.

Responsibilities:

• Elicits and communicates the organization’s business strategy; works directly with business unit clients to understand specific business processes and needs and opportunities for improvement; identifies IT capabilities and information required to support the business processes and collaborates in the development of appropriate information management strategies, developing them as an integrated part of the business strategy.
• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Identifies current and emerging business needs and evaluates alternative technology solutions using standard information systems methodologies and best practices.  Proactively seek out strategic business opportunities with business unit executives for the application of new or existing technology capabilities.
• Develops technology strategies that meet the requirements of the business. Identifies the business benefits of alternative strategies. Ensures compliance between business strategies and technology directions.  Prepares testing plans to confirm that requirements and system design are accurate and complete.
• Conducts training.  Identify process disconnects and translate them into improvement opportunities with cost savings or avoidance, productivity improvements, or revenue generating business benefits.  Develops business relationships and integrates activities with other BTO's to ensure successful implementation and support of project efforts.
• Manages relationships between clients involved and BTOs to assure effective communication between the groups is occurring. Brokers services within BTS community on behalf of customers; coordinates system solutions.
• Allies with other BTS functional areas to remain current on project status, and inform customer management of progress; conversely, keeps BTS managers aware of user issues and resolves conflicts.
• Identifies the impact of any relevant statutory, internal, or external regulations on the organization's use of information.
• Exercises considerable latitude in determining objectives of assignment.  Has defined authority and responsibility for a significant area of work, including technical, financial, and quality aspects. Establishes organizational objectives and delegates assignments. Accountable for actions and decisions taken by self and subordinates.
• Accountable for the accuracy of the fit of the proposed solution to the business needs and the information upon which the business justification and prioritization decisions are made. Also accountable for communicating the business need and drivers to development groups to assure the implementation phase can fulfill the business need.
• Social Media Communication and Collaboration: Develop and expand internal Social Media presence. Engage with clients and partners via internal Social Media tools. Promote department objectives and form community of practices. Bring and promote positive attitude and enthusiasm to daily work.

• Bachelor's degree plus 6 years technical experience, or Master's degree plus 5 years’ experience
• Must be able to effectively lead and facilitate meetings with customers and technical team members.
• Experience in large-scale, enterprise systems.
• Functional system validation expertise at all stages of the Software Life Cycle.
• Excellent interpersonal skills and well-developed verbal and written communication skills.
• Must be deliverables focused and detail oriented.
• Must exhibit exceptional teamwork skills.
• Must have a strong customer focus.
• Experience with any of the following is a plus:
  • Telephony or Contact Center Suite of tools.
  • Speech IVR or other client/user facing systems (Online or Mobile as Analyst, Designer or Tester).
  • Customer Relationship Management applications (CRM).