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Description

Overview:

The Business Systems Analyst will focus on our customer experience and back-end systems support in a virtual contact center environment. Modeling Vestis’ Mission and Values, this role will provide subject matter expertise and build effective relationships with leaders throughout the organization. Leverage Genesys Cloud and integrated systems, including AI, to enhance customer interactions and to optimize internal efficiencies.

Responsibilities/Essential Functions:

+ Genesys Cloud for Inbound and Outbound customer interactions, including Calls, Callbacks, Email, Web Messaging Chat, and SMS Texting.

+ Genesys Cloud Dialer campaigns, including Preview and Agentless modes.

+ Genesys Cloud AI implementation and support.

+ Genesys Cloud CRM integration (e.g. Oracle Teleservices) for ticket creation and full life-cycle management.

+ Seeking out and implementing continuous process improvement opportunities.

+ Supporting internal communications related to business improvements and processes, system upgrades, and enhancements.

+ Build and sustain working relationships within Customer Care and Financial Shared Services.

+ Overseeing appropriate vendor relationships related to associated technologies, services, and solutions needed to operate enterprise functions.

+ Ensuring accurate and efficient governance policy development and adherence.

+ Report on statuses when requested.

+ Maintain good standing and completion on all compliance related matters (i.e., assigned mandatory trainings, actions required from audits, corporate policies, etc.).

+ Perform all additional duties and responsibilities based on the direction and guidance of supervisor.

Knowledge/Skills/Abilities:

+ Skilled and proficient in MS Office O365 suite (i.e. Word, PowerPoint, Excel, SharePoint, Teams, Communications Tools, etc.).

+ Ability to operate with a customer-centric service approach.

+ Ability to establish performance-based relationships with 3 rd party vendors and technology providers and versed in setting standards and measurements for IT processes.

+ Ability to effectively define a business case, determine return on investment, and measure achievement of the case over time.

+ Ability to manage and work on multiple concurrent deliverables at various stages of development and completion.

+ Strong collaboration and team-building skills with the ability to create consensus around decisions and mitigate conflicts among teams.

+ Strong problem solving and analytical skills.

+ Professional level verbal and written communication skills.

+ Demonstrated attention to detail and quality of work products and communications.

+ Willingness to seek out and implement coaching, suggestions, and guidance from others.

Working Environment/Safety Requirements:

+ Ensure necessary working environment and capabilities to effectively carry out responsibilities if working from a non-Vestis location (remote work).

+ Ability and willingness to handle work related issues during all hours of the day, every day of the week, understanding the responsibility of our organization’s requirement for 24/7 production support.

Experience/Qualifications:

+ 5 years of demonstrated hands-on experience with contact center support.

+ Experience with the use of Project Management methodologies and tools.

+ Bachelor’s degree in information technology or related field.

+ Be legally able to work in the United States: U.S. Citizen or Legal Resident.

**Benefits:** Vestis offers a wide array of comprehensive benefit programs and services including medical, dental, vision, short and long term disability, basic life insurance, and paid parental leave. Employees are able to enroll in the company’s 401k plan. Employees are eligible for 80 hours of vacation 16 hours of floating holidays, and paid sick time every year. Employees will also receive 9 paid holidays throughout the calendar year.

**Compensation:** The salary rate for this position ranges from $75,000 to $85,000, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.