Pre Sales Analyst - Telecom, CCaaS, Contact Center
Description & Requirements
MAXIMUS IT is seeking highly motivated and passionate individuals to join our team as a Business Systems Analyst. A key responsibility within this position is bridging the gap between IT and the business using data analytics to assess processes, determine requirements and deliver data-driven recommendations and reports to executives and stakeholders. With a focus in contact center technologies and services the successful Analyst will review, analyze, evaluate systems, design, develop and tests contact center system solutions.
Essential Duties and Responsibilities:
- Support the design or modification of business systems or IT systems.
- Interact with the business stakeholders and subject matter experts in order to understand their problems and needs.
- Gather, document, and analyze business needs and technical requirements.
- Document process flows.
- Review and create system documentation and user manuals.
Be the liaison between the business units, technology teams and support teams
Review and analyze RFP requirements
Work with multiple teams to discern scope
In some cases, analyze current technical environment in comparison to RFP requirements
Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements
Collaborate with developers and subject matter experts to establish scope
In some cases, elicit scope by hosting meetings
Use established scoping tools to translate RFP scope and requirements into startup and on-going costs and labor
Identify and thoroughly document risks, assumptions, and risk mitigation strategies
Participate in several meetings for each active proposal
Submit pricing inputs in accordance with each active proposal deadline
Be able to speak to overall and high-level technical solution and price
Provide guidance and knowledge of the contact center solution to other teams in solution process
Assist writers in understanding contact center platform; providing content to share in proposals and reviewing proposal sections
Track opportunities and attend or host regular pipeline review meetings
Participate in the development of on-going pricing process improvement
Act as a pricing subject matter expert
Participate in scoping and pricing exercises for various internal initiatives
Develop and maintains technical competency for all core products
Identifying opportunities for improvement
Performing cost benefit analysis
Creating business facing material
Process documentation and creation
The ability to understand complex call flows
Participating in training development and delivery
Minimum Requirements
-Bachelor's degree or equivalent work experience.
-3-5 years of related experience.
Education/Requirements:
Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience
4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify solutions, risks and risk mitigation strategies OR in a similar Business Analyst role
Understanding of public cloud and private cloud IaaS, PaaS, UCaaS, CCaaS and SaaS
Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording.
Proven ability to work in fast-pace environment and multi-task appropriately against competing priorities and deadlines under limited supervision
Ability to work well both independently and in teams
Understanding of project management processes and relevant project management experience
Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams
Excellent interpersonal skills to interact with customers, senior-level personnel and Team members
Excellent organization and communication skills, both written and verbal, with great attention to detail
Strong critical thinking and problem-solving skills
Ability to distill meaningful insights from structured and unstructured data
Ability to leverage data to inform and support critical decisions
Proficiency in Microsoft Office products including MS Powerpoint, MS Excel, MS Word, MS Teams and MS Outlook
Additional familiarities desirable but not required: Genesys Cloud and Amazon Connect
#techjobs
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$ 69,440.00
Maximum Salary
$ 104,160.00
•
Apply Now
MAXIMUS IT is seeking highly motivated and passionate individuals to join our team as a Business Systems Analyst. A key responsibility within this position is bridging the gap between IT and the business using data analytics to assess processes, determine requirements and deliver data-driven recommendations and reports to executives and stakeholders. With a focus in contact center technologies and services the successful Analyst will review, analyze, evaluate systems, design, develop and tests contact center system solutions.
Essential Duties and Responsibilities:
- Support the design or modification of business systems or IT systems.
- Interact with the business stakeholders and subject matter experts in order to understand their problems and needs.
- Gather, document, and analyze business needs and technical requirements.
- Document process flows.
- Review and create system documentation and user manuals.
Be the liaison between the business units, technology teams and support teams
Review and analyze RFP requirements
Work with multiple teams to discern scope
In some cases, analyze current technical environment in comparison to RFP requirements
Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements
Collaborate with developers and subject matter experts to establish scope
In some cases, elicit scope by hosting meetings
Use established scoping tools to translate RFP scope and requirements into startup and on-going costs and labor
Identify and thoroughly document risks, assumptions, and risk mitigation strategies
Participate in several meetings for each active proposal
Submit pricing inputs in accordance with each active proposal deadline
Be able to speak to overall and high-level technical solution and price
Provide guidance and knowledge of the contact center solution to other teams in solution process
Assist writers in understanding contact center platform; providing content to share in proposals and reviewing proposal sections
Track opportunities and attend or host regular pipeline review meetings
Participate in the development of on-going pricing process improvement
Act as a pricing subject matter expert
Participate in scoping and pricing exercises for various internal initiatives
Develop and maintains technical competency for all core products
Identifying opportunities for improvement
Performing cost benefit analysis
Creating business facing material
Process documentation and creation
The ability to understand complex call flows
Participating in training development and delivery
Minimum Requirements
-Bachelor's degree or equivalent work experience.
-3-5 years of related experience.
Education/Requirements:
Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience
4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify solutions, risks and risk mitigation strategies OR in a similar Business Analyst role
Understanding of public cloud and private cloud IaaS, PaaS, UCaaS, CCaaS and SaaS
Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording.
Proven ability to work in fast-pace environment and multi-task appropriately against competing priorities and deadlines under limited supervision
Ability to work well both independently and in teams
Understanding of project management processes and relevant project management experience
Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams
Excellent interpersonal skills to interact with customers, senior-level personnel and Team members
Excellent organization and communication skills, both written and verbal, with great attention to detail
Strong critical thinking and problem-solving skills
Ability to distill meaningful insights from structured and unstructured data
Ability to leverage data to inform and support critical decisions
Proficiency in Microsoft Office products including MS Powerpoint, MS Excel, MS Word, MS Teams and MS Outlook
Additional familiarities desirable but not required: Genesys Cloud and Amazon Connect
#techjobs
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$ 69,440.00
Maximum Salary
$ 104,160.00
•
Apply Now