Senior IT Systems Analyst, Contact Center Technology & Operations

Western Alliance Bancorporation
dental insurance, tuition assistance, 401(k)
United States, Ohio, Columbus
Mar 06, 2025
Job Title: Senior IT Systems Analyst, Contact Center Technology & Operations Location: Block 23 What you'll do: We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs. You will also lead the review of current processes and metrics that support operational effectiveness, identify constraints or opportunities that inhibit, or can accelerate, the business and technology strategy, and develop options or approaches to improve business outcomes. You'll lead work to develop and review artifacts that accurately describe current state processes, practices, and/or metrics the determine root cause for constraints in the process. You'll also actively identify alternative processes and practice options with associated impact on KRIs/KPIs or Operational Metrics. Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap. Develop and maintain the product backlog, including epics, features, and user stories. Coordinate and support new feature processes for Contact Center Operations and Technology Enablement. Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements. Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency. Provide guidance and support to the development team to ensure successful delivery of project goals. Monitor and report on project progress, risks, and issues. Use deep understanding of Microsoft Office tools, Diagramming Software (e.g. Lucid, Visio, etc.), and/or other appropriate technical tools within a specific domain or functional area on the processes, data analysis, and IT governance. Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance. What you'll need: 7+ years of experience in a Business Systems Analyst role. Bachelor's degree in related field required. Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations. Strong knowledge of Genesys Cloud Platform and Dynamics 365. Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams. Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Expereince working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain. Strong analytical and problem-solving skills. Ability to prioritize and manage multiple tasks in a fast-paced environment. Benefits you'll love: We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. Western Alliance Bancorporation