Pre Sales Analyst - 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 tot his job Apply To this Job