Technical Business Analyst

Southwest Talent is an external agency hired on behalf of top employers across the globe!

Technical Business Analyst - Professional Services (Professional Business Analyst)

About our client-

As a growing organization, our employees have the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

Our Professional Services Team is currently looking for a Business Analyst who will be a key contributor our company's growth. Reporting to the Director of Technical Project Delivery, you will be part of a team of professionals that deploys Upstream solutions to its customers. You will play a key role in the design, configuration, and delivery of our Contact Center solutions.

What you'll do:

• As a trusted advisor, elicit requirements from client business users and determine how to configure the solution to best meet their needs.
• Deliver technical training modules of our product to end customers and partners.
• Work closely with Project Managers and Implementation Specialists while delivering Contact Center solutions.
• Provide accurate estimates for enhancements and integrations, and deliver on commitments.
• Be the voice of the customer when working with interdepartmental teams.
• Triage, prioritize and address defects that result from User Acceptance Testing while managing customer expectations.
• Supporting Project Management with status reporting, release planning, issue management, change management, customer communications, release notes, task assignments, and team direction.
• Translate customers’ business requirements into clearly defined tasks.
• Be the Subject Matter Expert of Upstream solutions that our clients can rely on.

What you'll need:

• University Degree in Business, Computer Science or related discipline
• 3+ years of experience gathering and analyzing business requirements, drafting functional designs, and delivering technical solutions preferably in a Contact Center environment
• 2+ years of experience in software development - with knowledge of programming languages such as C++, C#, .Net, JavaScript, CSS, HTML, jQuery, and Twitter Bootstrap
• Knowledge in MVC.NET and WebAPI
• Customer-focused with a high degree of professionalism and the ability to set clear expectations on project deliverables
• Solutions focused with a track record of taking initiative to find the best solution
• A technical aptitude and eagerness for continued learning
• Ability and willingness to write clear, concise documentation
• Experience in an agile environment is an asset
• Able to learn quickly and easily adapt to a wide variety of challenges
• Willingness and experience working within a flexible and collaborative team environment
• Strong communicator with demonstrated confidence and active listening skills