CRM/Contact Center Business Analyst

BearingPoint, Inc. (NYSE-BE) is one of the world's largest Management and Technology Consulting companies dedicated to aligning business and systems to empower Global 2000 companies and government organizations.BearingPoint is searching for full time Business Analyst at the Management Analyst and Sr. Management Analysts level to work in our Financial Services Customer Relationship Management practice. The CRM practice examines the key market drivers and specific business processes that support the end-to-end customer experience.Locations: New York, Chicago, San FranciscoJob Summary:
Responsible for supporting the delivery of components of Contact Center and CRM projects including project management, requirements gathering, solution design, system development, system testing, documentation creation, change management/training, business process improvement, client relationship building, and financial analysis

Supports Contact Center business development opportunities

Demonstrates understanding of key Contact Center technologies

Supports technical and operational Contact Center assessments and making strategic recommendations including improvement opportunities, implementation plans, and financial business case support for a solution return on investmentRequirements:

1-3 years experience in project management, technology design/implementation, operational/process enhancement, strategy development, business development, or financial analysis

1-3 years experience implementing or supporting Contact Center, CRM, or other technology based solutions

Experience or exposure to one or more key Contact Center technologies, including ACD, PBX, IVR, CTI, WFM, Quality Monitoring, Reporting, and Knowledge Management

Excellent written and verbal communication skills to manage relationships and successfully present to client executives and senior leadership

Proficiency in Microsoft Office Applications (Word, Excel, PowerPoint, Project, Visio)

Experience in one or more of the following areas: Sales, Service, or Marketing (campaign management and business intelligence)

Experience supporting business development or sales initiatives

Ability to participate in extensive travel (up to 100%) for client meetings and engagementsDesired Experience:

Experience in one or more of the following areas: Contact Center Operational Assessment, Contact Center Optimization, Contact Center Consolidation, Contact Center Strategy, Contact Center Architecture, Contact Center Outsourcing

Experience in the Financial Services industry

Bachelor's Degree in an MIS, Financial, or Engineering disciplineBearingPoint is an Equal Opportunity Employer and does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, non-disqualifying physical or mental disability or any other basis covered by law. Employment decisions are based solely on qualifications, merit and business ne
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