Senior Bilingual Business Analyst - Contact Center

Summary

As a Senior Bilingual 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, AWS Connect required
• This Bilingual position requires fluency in English and Spanish, both verbal and written
• 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

• Local candidates will work hybrid to our Gold River, CA location.
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• This posting is intended for pipelining. This is a developing position therefore the job description is subject to change.

#LI-HC1

#LI-AWS Connect

#LI-Bilingual English/Spanish

#LI- Contact Center Business Analyst