Senior Genesys engineer managing routing, IVR, and omnichannel integrations for Forward Financing, a fintech lender. Optimizing customer and agent contact - center experiences across voice, SMS, and email.
About the role
- Senior Business Systems Analyst translating business needs into technical solutions for TD's Core Platform. Involves collaboration across teams focusing on APIs and mainframes in a dynamic environment.
Responsibilities
- Translate business needs into technical concepts for technical teams and technical constraints into business language for stakeholders
- Plan, manage, and lead the delivery of system requirements in alignment with standards and frameworks
- Provide technical leadership and work in close partnership with various partners and stakeholders to plan, elicit, analyze, document, communicate and manage functional and non-functional requirements
- Identify, document, and validate current state technology capabilities/ecosystem and support stakeholders to design the desired future state
- Collaborate with key stakeholders to determine solutions, assess impact to existing work processes and systems, and how to manage the integration
- Translate business requirements into detailed functional specifications taking into account non-functional requirements
- Own and manage the traceability of system requirements through design and development, testing, and deployment
- Support testing teams in translating requirements and use cases into test conditions and expected results for product, performance, user acceptance, and operational acceptance testing
- Support the development of business cases, including benefits identification, RFI/RFPs, and service level agreements with vendors/suppliers, consistent with technology requirements/guidelines
Requirements
- Undergraduate degree or Technical Certificate
- 6–8 years of experience as a BSA or similar Business Analyst/Systems Analyst role
- Advanced knowledge of Mainframe capabilities, limitations, and best practices
- Hands-on experience preferred
- Advanced knowledge of API capabilities and hands-on experience with API development platforms (e.g. Postman, Insomnia)
- Proficiency in writing detailed user stories with acceptance criteria in JIRA using Gherkin language and in creating and maintaining documentation in Confluence
- Experience working in Agile/Scrum environments
- Proven ability to engage, enable and lead stakeholders to consensus on requirements and related issues/questions
- Strong analytical and problem-solving skills with the ability to perform root cause analysis for complex issues and propose effective solutions
- Excellent communication, facilitation, presentation, and documentation skills
- Ability to work independently and coach and guide team members within area of expertise
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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