Business Analyst in Boston, MA at Eliassen Group

Date Posted: 7/1/2019

Job Snapshot

  • Employee Type:
  • Location:
    Boston, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We have an exciting opportunity for a Business Analyst with our industry-leading client in Boston.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities of the Business Analyst:

  • Provide data analysis and reporting on “Five 9” call center implementation
  • Perform analysis of complex voice process flows and reporting.
  • Manage system improvements in coordination with business and vendors.
  • Provide strategic planning and reporting for all business groups on the Five 9 platform.
  • Create roadmap for ACD/Contact center technology based on assessment on business requirements. 
  • Facilitate the definition for future project scope, milestones, tasks, deliverables and resource requirements.
  • Advice and assist Call Center business groups with Five9 development of new IVR scripting and menu modifications.
  • Act as a subject matter expert on the Five9 Workforce planning, daily MIS reporting and skilling features.
  • Work with Incident Management team and Customer Engagement manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT
  • Maintain and manage current state and future state documentation, help build run books to operationalize current implementation
  • Manage and coordinate integrations with payment, Atlas and other systems

Requirements of the Business Analyst:

  • BA/BS degree in Business, Computer Science or related field.
  • 5+ years direct work experience in Call Center application support
  • Demonstrated track record of success at delivering Call Center projects on time, within budget, and with high quality, achieving project objectives.
  • Demonstrated experience managing vendor contracts and implementations.
  • Deep Knowledge of call center applications. (preferably Five 9) Server Virtualization, Windows OS. 
  • Prior experience on projects with federal, state or local government desired but not required
  • Familiarity with Workforce planning strategies
  • Experience with Call Center IVR scripting and messaging techniques
  • Strong knowledge of call center environments. Including call center application and call center operations. Five9 application portal knowledge preferred
  • Experience in project management. 

Keywords: BA, Business Analyst, Project Manager, Project Management, call center, IVR

Job ID: 320930

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!