W-2 Jobs Portal

  • W-2 Open Positions Need to be Filled Immediately. Consultant must be on our company payroll, Corp-to-Corp (C2C) is not allowed.
Candidates encouraged to apply directly using this portal. We do not accept resumes from other company/ third-party recruiters

Job Overview

  • Job ID:

    J36993

  • Specialized Area:

    Business Analyst

  • Job Title:

    Business Analyst

  • Location:

    Boston,MA

  • Duration:

    11 Months

  • Domain Exposure:

    IT/Software

  • Work Authorization:

    US Citizen, Green Card, OPT-EAD, CPT, H-1B,
    H4-EAD, L2-EAD, GC-EAD

  • Client:

    To Be Discussed Later

  • Employment Type:

    W-2 (Consultant must be on our company payroll. C2C is not allowed)




Job Description

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.

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Equal Opportunity Employer

DIGITAL TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. DIGITAL TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will DIGITAL TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract