Systems Analyst – Contact Center Agent Experience
Job Description Summary
A successful candidate will be a techno-functional systems analyst driving agent efficiencies amidst a
digital-first consumer interaction strategy for GE Appliances’ contact center Digital Technology support
team. The candidate will have a broad knowledge of the Consumer Operations business processes
and the underlying IT solutions supporting them. Primary goals will be to consolidate legacy applications
into a Salesforce Service Cloud unified desktop, deploy new Salesforce Community solutions, improve
agent productivity, automate non-value add manual tasks and introduce Artificial Intelligence to power
next best action logic and reduce process variation. The candidate will partner with DT shared services,
business project teams and third-party vendors to accomplish goals. They will have a strong voice in
the identification and adoption of new team standards and design patterns. The individual will have
hands-on development in Salesforce CRM, AI and IVR technologies; addressing critical business
needs as they arise.
Primary Location :Hyderabad
Job Description :
Partner with Consumer Operations stakeholders to prioritize, develop and release solutions
– Consolidate legacy applications into a Salesforce Service Cloud unified desktop
– Deploy new Salesforce Community solutions to improve agent productivity, automate non-value add
manual tasks and introduce Artificial Intelligence to power next best action logic and reduce process
variation
– Hands-on development to address issues
– Focused on automation first to maximize reusable solutions and streamline processes
– Replace heritage applications with modern tech stack solutions
– Engage with multiple shared services DT teams to address, diagnose and resolve issues
– Works autonomously to achieve goals
– Ability to influence stakeholders
– Ability to advise & coach other team members
Additional Job Description
Experience & Qualifications:
– 3+ years IT experience
– BS in CS, CE or equivalent
– hands on object oriented development expertise
– Salesforce Service Cloud administration and support expertise highly desired
– hands-on development in Salesforce CRM, AI and IVR technologies
Skills & Attributes:
-Strong communication
-Ability to work in a fast paced, team-based environment
-Passion for identifying opportunities and driving change
-Focus on opportunities to automate processes through technology
-Creative problem-solving abilities
-Critical thinking skills
-Adaptive to change
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