Senior Business Analyst - Contact Center

Date: Feb 20, 2025

Location:

Any city, CA, US, 99999

Req ID: 28792

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

As a Senior Business Analyst - Contact Center at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Participates in support of infrastructures, applications, and technology initiatives, both from an operational perspective in conjunction with existing standards and methods of delivery. Collaborate with other technology teams and clients to deploy technology architectures and solutions. Research, escalate, and resolve, technology problems relating to the global technology environment. Here are the details on this position.

Your role in our mission

Play a critical part in ensuring Gainwell is meeting our clients’ objectives in these important areas.

Hourly interaction with other members of the team is expected.
Bring your knowledge as Contact Center BA to help in understanding the requirements and executing them in a successful project.
Support workflows and technical personnel to determine requirements.
Support quality control in testing requirements

What we're looking for

Five or more years of experience working as a business analyst or ‘requirements translator’ between technical and non-technical personnel, with 3 or more years of Health and Human Services experience preferred
Three or more years of experience working with Contact Center software/solutions, preferably AWS Connect
Knowledge of Microsoft Excel advanced features such as macros and/or relational database software
Ability to clearly and concisely translate technical requirements to a non-technical audience

Additional skill requirements

Good personal computer and business solutions software skills
Analytical and problem-solving skills with strong attention to detail
Ability to utilize time management and multi-tasking skills to meet deadlines
Good interpersonal skills to interact with customers and team members
Good written and oral communication skills
Presentation skills to communicate with management and customers
Ability to work in a team environment with strong teamwork and collaboration skills

What you should expect in this role

Mandatory Office hours M-F 8a - 5p pacific time.
Remote options are preferred from Pacific or Mountain time zones, US locations only.
Local candidates have the option to work hybrid if desired to our Roseville location
Video cameras must be used during all interviews, as well as during the initial week of orientation
The deadline to submit applications for this posting has been extended until a suitable candidate has been selected.

#LI-HC1

#LI-AWS Connect

The pay range for this position is $74,300.00 - $106,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.