In response to a rapidly growing contact center environment, the Enterprise Contact Center Services (ECCS) organization was created in 2010. Our mission is to support JPMC's Contact centers by creating, building and maintaining innovative, reliable, and cost-effective call routing solutions to support those who serve our customers.
Enterprise Call Center Services group is responsible for maintaining all contact center technologies including Genesys Call Routing, Social Media Servicing, Nice call recording, workforce management, Dialers, , and Interactive Voice Response (IVR) platforms. This group is responsible for managing these technologies across the entire JPMC enterprise globally.
As a Business Analyst, you will plan, design, analyze, develop, code, test, debug and document programming to satisfy business requirements for emerging Social Media Contact Center technology projects.
This person will be responsible for implementing emerging contact center technologies such as Social Media for Servicing, CRM, Interaction Routing, Mobile, , Chat, Automated disclosure, and Analytics tools.
Experiment with new and alternate ways to leverage Social Media for Servicing
Ability to think strategically, but also possess technical skills to implement new solutions.
Strategize with an educate peers, management, and clients on latest industry trends and best practices and how to incorporate relevant Social Media techniques into the corporate and servicing culture
Measure the impact of incorporating Social Media as a service channel (i.e. Dashboards and other Data visualization tools...etc)
Demonstrated track record or strong passion for learning new technologies
Strong technical and leadership skills to effectively champion emerging technologies within IT and LoB
Ability to adapt to structured environments while maintaining high creativity levels
Adheres to architecture standards, risk management and security policies, strategic technology directions, best practice development, and Social Media code of conduct.
Good understanding of SDLC processes, spanning requirements/issue management, defect tracking, source control, and release management.
Interacts with external vendors both at a technical and relationship level
Provide 24-hour support on a rotating basis, as necessary
Actively participating in a wide variety of Social Media activities such as blogging, community development and management, social bookmarking, commenting, etc. and is well connected with the broader Social Media world.
Knowledge of current Social Media tools and techniques
Knowledge of Servicing and Marketing concepts
Creativity, Determination, persuasiveness, willingness to experiment, and ability to deal with uncertainty
Ability to synthesize large amounts of data into actionable information
Excellent writing and verbal communication skills
Ability to create great working relationships within all levels within the firm and across multiple disciplines
Sense of humor
Must have relevant examples of Social Media endeavors
Be adaptable and able to pick up new techniques
Experience with Business Analysis and development within Social Media platforms such as Twitter, Facebook, YouTube, Blogs and websites, forums, Google Play or Apple's App Store, Quora, Pintrest, Instagram, Reddit, and Google + is a preferred.
Experience with Business Rules engine logic and design and/or Content Management Systems (CMS)
Experience with Object-Oriented concepts, threads, data structures, networking.
Experience with Representational State Transfer (REST) API development
Knowledge of Eclipse
Experience w/Agile methodologies
Experience with Oracle SQL database development is a plus
Hands on experience in SharePoint
Bachelor or Master's degree in Engineering, Computer science or equivalent with relevant experience 3.5 GPA or better
Java Programming experience is a plus
FinTech experience a plus