Sr Analyst / Lead - Contact Center Solutions

Talenza have a 6 month contract starting as soon as possible for a large bank. The contract is paying $650 -$700 per day including superannation.

This is a migration project and followed by the integration phase. You will also be involved in optimizing the Customer experience in Phase 2 of the project. Your key responsibilities will be:

• Working with different stakeholders and investigating different sources of information.
• Conducting workshops on reporting requirement gathering for the existing platform.
• Providing SME knowledge and input to assist both testing and training on the new platform.
• Ensuring the business and stakeholder readiness for migration from old to new platforms
• Engaging with the technical migration team at the point of cutover.
• Triage and troubleshoot defects and investigate remedial options for the new platform where required.

Important skills to have:

• You must be capable of designing solution to identify/verify customers on Genesys Telephony systems through various DB integrations.
• Experience in designing self service solutions to improve Customer Experience.
• Telephony integration experience with identity systems.
• Excellent communication skill (verbal & written).