Technical Business Analyst/English-Spanish speaking/FT-Perm/Toronto GTA.

December 18th, 2013

Technical Business Analyst – Bilingual
Contract Position: 6 Months Renewable Purpose
The Information Technology and Solutions team (A global financial / banking services company) is looking for a bilingual (Spanish/English), seasoned and detailed oriented Technical Business Analyst professional to join the International Banking Contact Centre delivery team. The Technical Business/Systems Analyst will be responsible for requirements gathering, analysis, implementation, documentation and delivery of initiatives related to Contact Centre Technologies. The incumbent will act as technology and business expert, providing expertise and counsel, ensuring stakeholders are well informed regarding options and technology choices in support of business needs. He/She must possess strong leadership and mentoring skills with the ability to influence management and peers. He/She must very flexible and adaptive to new technologies and maintain a big picture perspective at all times
He/she must be able to interact with various people in business analysis, business users, development, architecture and production support groups. It is essential that the incumbent to be proactive, eager to learn, able to work independently and to have a ‘Can Do’ attitude.  General qualifications:
-  Must be bilingual Spanish and English
-  Demonstrated in-depth knowledge and/or hands-on experience with Contact Centre Technologies such as:
Avaya PBX, (ACD, Call Prompter, Monitoring Functions, etc )
Avaya Proactive Contact Dialer – APC
Voice Recording
Genesys IVR
CTI Technologies
Workforce Management
CRM Applications (Design, Development and/or Architecture) -  Familiar with BCP and DRP Process and requirements around the Contact Centre and its technologies.
-  Excellent written and oral communication skills.
-  Strong analytical skills.
-  Strong project leader skills.
-  Ability to work independently (minimum supervision).
-  Proficient in MS Office, PM Tools and Visio.
Desired business/Subject expertise knowledge:
- Familiarity with Financial Products.
- Familiarity with Contact Centre operations

If interested, please submit your Word resume to cvit@fivestarsolutions.ca