TeleTech Senior Business Analyst - CRM Solutions in Nashville, Tennessee
Ttec, formerly TeleTech, is seeking a Senior Business Analyst to join our CRM Technology Services team located in Nashville/Franklin.
Why choose Ttec to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!
The Senior Business Analyst must be passionate about solving business challenges and identifying solutions for potential clients. The position requires a communication expert with the technical knowledge to effectively match client requirements against framework capabilities. This position is accountable for internal and external customer communications, all stages of project documentation and framework configuration of CRMs such as SalesForce. This role will work heavily with Management, Operations, Clients and Development teams to accomplish the goals for multiple implementations.
What you’ll be doing:
Internal and External customer communication used to gather, guide, and document project and program requirements and expected results
Documentation of all project stages, including but not limited to presentations, requirements, use cases, user stories, flows, program documentation and technical documentation
Configuration of technical frameworks to meet project requirements, including but not limited to Salesforce
Research and maintaining best practices on document repositories
Effectively deliver results on several development projects in the same sprints
Function in a team lead capacity mentoring and guiding junior level resources
Participate and collaborate on design
Create and maintain positive relationships with multiple internal groups to support on-going project development
Participate in all appropriate product, sales, and procedural training and certification to acquire and maintain the knowledge necessary to be effective in the position.
Attain quarterly and annual objectives assigned by management.
Achieve and Maintain Service Cloud Consultant and Administration Certifications
Skills and experience you will bring:
3 years of experience working on multiple CRM Implementations with Salesforce Marketing Cloud preferred but not required.
5 Business Analyst experience
Administration/Configuration, data loads, moves, adds, changes, deletes
BS Computer Science, Software Engineering, MIS or equivalent work experience
Experience with Agile methodology
Advanced knowledge of communication programs including Word, PowerPoint, Excel and Visio
Proven time management skills in a dynamic development environment
Ability to work as part of a team to solve technical problems in varied political and geographic environments
Ability to travel domestically
Salesforce Administrator Certification is required
Who We Are:
Ttec is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.
Job: *Information Technology
Title: Senior Business Analyst - CRM Solutions
Requisition ID: 0257J