Project Business Analyst

1 day ago

Johor Bahru, Johor, Malaysia DayOne Full time 80,000 - 120,000 per year

Role Overview

The Project Analyst serves as a key internal resource who bridges the gap between business needs and technical teams. They play a crucial role in digital transformation initiatives impacting customer service and contact center operations.

Core Responsibilities

  1. Requirement Gathering & Management

Act as the Point of Contact (PIC) for internal stakeholders regarding digital transformation projects.

Collect and analyze business requirements for call solutions (e.g., IVR, automatic call distribution) and CRM solutions.

Document functional and non-functional requirements.

Maintain a clear and updated backlog of system development requests and enhancements.

  1. Project Coordination and Communication

Coordinate between business users, project managers, and software development teams.

Facilitate communication across teams to ensure alignment on project goals, timelines, and deliverables.

Organize and lead meetings, workshops, and user acceptance testing (UAT).

  1. System Development & Management

Oversee the internal development lifecycle of call and CRM solutions.

Collaborate with developers to design, build, and implement software customizations and integrations.

Manage system updates, patches, and new feature rollouts ensuring minimal disruption to customer service operations.

  1. Digital Transformation Initiatives

Drive and support digital transformation projects that modernize customer service operations.

Identify opportunities for automation and process improvement within contact center technologies.

Analyze data and feedback to help steer project direction and measure success.

  1. Quality Assurance & Support

Assist in solution testing phases such as UAT and integration testing.

Act as the first line of support for system issues related to call and CRM solutions.

Coordinate with technical support teams for troubleshooting and resolving issues.

Key Technologies and Tools

Call Solutions: IVR systems, Automatic Call Distribution (ACD), CTI software. (ARIA Call Solutions)

CRM Solutions: Orlig CRM platforms tailored to service management and CSP

Project Management: UPS, CC CCTV,SMARTSERVE,SMARTHUB,or equivalent tools for managing tasks and documentation.

Software Development: AI methodologies, collaboration with developers (in-house or outsourced).

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