VOIP/Contact Centre Business analyst

Project Overview

Replacement VoIP telephony solution.

• Moving from an on premise VoIP solution with a mixed economy of Handsets andClient devices, and a set of Contact Centre solutions.
• Moving to a SaaS solution, with Primary Softphone deployment, Specific solutionhandsets and replacement host Contact Centre solution.

Business Analyst Key responsibilities

• Take responsibility with services and users to investigate operational issues,problems and opportunities for business improvement.
• Lead business research (desk research, interviews, workshop facilitation, etc),mapping end-to-end business processes, data modelling the technology thatunderpins those processes, and identifying the known frictions and pain points.
• You will analyse and understand data analytics to identify key themes. You will carryout gap analysis on process and IT solutions, and carry out cost benefit analysis.
• Develop and communicate artefacts effectively and confidently to the team and widerstakeholder community through a variety of methods – presentations, workshops,diagrams, reports, and user focussed artefacts.
• You will be responsible to write business reports (such as business cases, options
  analysis, and requirement specifications).
• You will design and implement ‘To Be’ workflows & processes within systems and
  teams.
• Drive design thinking to understand user needs, problems and insights with the ability
  to create low fidelity prototypes.
• Build strong relationships with team members, key stakeholders, suppliers, and
  external organisations

Skills and Experience

• 5 years + experience as a business analyst
• Experience in Cloud Telephony projects
• Need to understand users requirements
• Can create user persona profiles for new telephony solution
• Able to map data and process flows
• Experience in managing change within an organisation.