Business Analyst

Your Role

• Manage and execute business or operation software system implementation for HKT Contact Centers Systems, plus other strategic projects.
• Report to and working with project manager for project planning, scoping, timeline, resources planning and costing.
• Collect and analyze general business requirements from end-user.
• Responsible for the analysis, design, development, and testing phases of the software development lifecycle (SDLC) for call center applications.
• Responsible for project management and coordination.
• Team leader for mainland China development team.

To Succeed in this Role

• Bachelor's Degree in Information Technology or Electronic Engineering or related fields.
• At least 5 years work experience with application development and troubleshooting for Contact Center applications and systems
• Proficient in IVRS hotline call flows (e.g. AAEP, GVP) and Desktop client development.
• Experience in voice recorders (e.g. NICE, Verint)
• Experience in PABX/CTI platforms (e.g., Avaya, Alcatel Lucent).
• Experience in Digital platforms (e.g. Genesys Engage)
• Experience in WFM systems (e.g. IEX, ASPECT)
• Experience in CPaaS and SBC
• Experience in Contact Center Cloud solution is an advantage
• Self-motivated, innovative thinking, detailed-oriented, good problem-solving skills.
• Independent, creative, analytical mind, get things done attitude, problem solving and good communication skills.
• Good command in both written and spoken English, Cantonese, and Putonghua.