Contact Center Solutions Analyst

Choose a partner with intimate knowledge of your industry and first-hand experience of defining its future.Select your locationSelect your locationIndustriesChoose a partner with intimate knowledge of your industry and first-hand experience of defining its future.San Francisco, CA# Contact Center Solutions Analyst## Job DescriptionWe are seeking a seasoned Systems Analyst with a strong background in Contact Center technologies to join our dynamic team. This role requires a strategic thinker who can bridge the gap between business needs and technical solutions, ensuring seamless collaboration across stakeholders.

• Key Responsibilities :
• Gather and define business and technical requirements for Contact Center solutions.
• Facilitate collaboration between business and technical teams through stakeholder engagement.
• Conduct in-depth analysis to identify high-level business and functional requirements.
• Create and maintain comprehensive documentation to support development and QA processes.
• Collaborate with stakeholders to define product vision, strategy, features, and prioritization.
• Document business process flows, activity diagrams, mockups, and prototypes.
• Develop detailed technical specifications aligned with functional and operational needs.
• Partner with operations and technology teams for solution design and issue resolution.
• Lead QA / UAT efforts including test case creation and end-to-end testing.
• Work closely with developers and system engineers to manage sprints and release cycles.
• Define and monitor KPIs and success criteria to drive continuous improvement.
• Serve as a point of contact for technical issues, troubleshooting, and escalations.
• Qualifications :
• Minimum 7 years of experience as a Business Systems Analyst, Product Owner, or similar role.
• At least 3 years of experience in the Contact Center domain with technologies such as Salesforce CRM, Qualtrics, NICE, or other CRM integrations.
• Strong expertise in Rally, Agile methodology, Confluence, SQL, and Excel.
• Hands-on experience with SaaS platform implementation or administration.
• Proven track record in high-performing organizations with frequent release cycles.
• Excellent communication, collaboration, and stakeholder management skills.Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions / applications.1. Applies scientific methods to analyse and solve software engineering problems.2. He / she is responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance.3. His / her work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers.4. The software engineer builds skills and expertise of his / her software engineering discipline to reach standard software engineer skills expectations for the applicable role, as defined in Professional Communities.5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.Capgemini supports all aspects of your well-being throughout the changing stages of your life and career.For eligible employees, we offer :
• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child / elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster ReliefCapgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity / expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.This is a general description of the duties, responsibilities, and qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and / or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.For more information on your rights as an applicant, please refer to the relevant Equal Employment Opportunity notice. Applicants for employment in the US must have valid work authorization that does not now and / or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $90000 to 100000 / year.This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical / dental / vision insurance, 401(k), and any other benefits to eligible employees.
• Note :
• No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.LocationSan Francisco, CA

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