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Contact Center Business Analyst

Company: Five9
Location: San Ramon
Posted on: May 14, 2022

Job Description:

Job DescriptionFive9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.Five9 is looking for an experienced and highly motivated Business Analyst ("BA") to join our growing Professional Services group. This is a full-time position and can be worked remotely from anywhere in the Continental US. Overview The BA is assigned to strategic projects before or upon contract execution and works with our customer on discovering business requirements. The BA receives an in-depth solution review from the Enterprise Architect and Service Delivery Manager using two key artifacts generated during the pre-sales process: the Technical Design Document ("TDD") and the executed Statement of Work ("SOW"). Based on these documents and continued discovery conversations with the customer, the BA will document in the Project Charter the customer's business requirements by creating use cases, user stories and call/process flowcharts. Upon customer sign-off on the business requirements, the BA will work with the EA to develop a Technical Specifications Document ("TSD") to be used by Five9 Platform Engineers to configure the Five9 solution. The Business Analyst will act as a trusted business and technology advisor and collaborate with the Client and assigned Implementation Team to document overall business needs and processes in regards to the Five9 platform. The final area of responsibility is in the area of testing and go-live support. Since the BA has developed the customer requirements and configuration specifications documents, they will be responsible for coordinating/conducting Five9 integration testing prior to turning the Five9 configuration over to the customer for User Acceptance Testing. The BA will participate in Go-Live support, which typically occurs onsite at the customer location.Responsibilities :

  • Proactively build relationships with our customer through demonstration of complete understanding of their business requirements and operations.
  • Work collaboratively with all internal and external stakeholders on our strategic enterprise and global projects. This includes providing assistance throughout the sales pursuit.
  • Proactively build relationships with PS Enterprise Architect (EA) and PS Program Manager to determine, advise, construct, plan and support the implementation of the Five9 solution.
  • Lead discovery sessions with customers to define and document the following: business requirements, system configuration, testing strategy, test data compilation, test plan creation and implementation planning.
  • Map customer's business requirements to specific Five9 capabilities, taking into consideration customer's current contact center platform.
  • Document the customer's business requirements by creating use cases, user stories and call/process flowcharts.
  • Manage customer expectations related to Five9 standard product capabilities.
  • Work w/EA to develop Technical Specification Document to be used by Five9 Platform Engineers to configure the Five9 solution.
  • Work with customer to develop comprehensive test plan.
  • Conduct integration testing of the configured solution, to include Five9 and partner components. This will require the build of integration test cases, test data and documenting defects to be repaired by the Five9 Platform Engineer(s).
  • Support Customer in their User Acceptance Testing to answer questions about the solution features, work with the Five9 Platform Engineer(s) to resolve defects.
  • Onsite Go-live support.
  • Following the Five9 adoption of PS Principles, understand definition of 'DONE' from customer and Five9 perspectives.DeliverablesFor each engagement, the BA will be responsible for the following:
    • Contribute to the Project Charter.
    • Contribute to the creation of the Technical Specifications Document aligned to the customer's business requirements.
    • Develop Test and Go-live support plans.
    • Accurate time sheets and expense reporting. Position Requirements:

      • Bachelor's degree or equivalent experience in Information Technology, Computer Science, Computer Information Systems (CIS), or a related field.
      • Minimum of ten years of technical and operations business analyst experience in Contact Center and/or CRM solutions (cloud preferred). Planning, scheduling, managing and leading large-scale call-center projects a plus.
      • PMP or BA credentials preferred.
      • Must have prior experience performing functional gap analysis and creating requirements and technical design documentation to align to customers validated Five9 solution
      • Vertical expertise in retail banking, health care and tech preferred with end user experience strongly preferred.
      • 50%+ travel required, with the majority of the work in North America
      • Exceptional written, presenting and verbal communication skills.
      • Must possess outstanding relationship building skills.#LI-Remote Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. ------------------------------------------------------------------------------------------------------------------------------------- Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.

Keywords: Five9, San Ramon , Contact Center Business Analyst, Professions , San Ramon, California

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