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Our client is looking for an experienced IT Business Analyst with a strong background in telephony vendor analysis to join their team on a remote, contract basis. In this role, you will lead the evaluation of their two current telephony vendors (SFDC ServiceCloud Voice and TalkDesk), assess how they're being utilized current state in their organization, explore if their capabilities can be expanded to fit user criteria, and suggest the best solution to ensure goals and requirements are met. You will collaborate with various stakeholders, including IT teams, business units, and vendors, to drive the successful implementation and maintenance of telephony systems. Services will require remaining on assignment through the implementation.

Key Responsibilities:

Vendor Assessment:

-Research, identify, and evaluate telephony vendors to meet the organization's communication and technology needs.
-Assess vendor capabilities, product offerings, pricing, and support services to determine their suitability for the organization.

Requirements Gathering:

-Collaborate with business units to understand their telephony and communication requirements.
-Define and document detailed business and technical requirements for telephony solutions.
Vendor Selection:

-Conduct comparative analyses of vendor offerings, considering factors like features, cost, scalability, and reliability.

Cost-Benefit Analysis:

-Perform cost-benefit analyses to determine the financial viability of different vendor solutions and present recommendations to stakeholders.

Solution Design and Integration:

-Collaborate with IT architects and engineers to design the telephony solution that integrates most seamlessly with existing systems and meets business needs.

Documentation and Reporting:

-Maintain detailed documentation of vendor evaluations, project plans, and progress reports.
-Provide regular reports to management on project status and key performance indicators.

Qualifications:

-Proven experience as an IT Business Analyst with a focus on telephony vendor analysis.
-Strong knowledge of telephony systems, including VoIP, PBX, SIP, and cloud-based communication solutions.
-Proficiency in business and technical requirements documentation.
-Excellent analytical and problem-solving abilities.
-Strong communication and interpersonal skills for effective collaboration with stakeholders.

Reference
TR/111366_1699039468