Job Information
Resideo Business Systems Analyst II in SAN LUIS POTOSÍ, Mexico
Facilitate efficient and effective deployment of new business systems to improve Resideo business results. This role is a member of our Operations team and will be responsible for assisting with troubleshooting, analyzing, and maintaining our Contact Center as a Service platform, ensuring seamless operation of the application. The ideal candidate will have expertise in cloud-based telecom systems, preferably in a contact center environment (500+ seats). You will work closely with various team members within the Customer Experience team globally.
JOB DUTIES:
Act as a telco subject matter expert for the contact center platform.
Handle IVR applications, workforce admin, call routing, and QA platforms.
Document system configurations and workflows.
Work with primary stakeholders to identify and implement improvements.
Translate business needs into technical solutions.
Participate in problem-solving discussions.
Design efficient workflows with contact center teams.
Optimize system performance through monitoring.
Identify automation opportunities.
Troubleshoot and resolve telephony platform issues.
Monitor system performance and maintain process records.
Ensure seamless system API integrations with stakeholders.
YOU MUST HAVE:
3+ years of cloud-based contact center experience, working with IT on business processes & project management experience in global environments.
Experience with API integrations.
Proficient in written and conversational English.
Attention to detail and accuracy.
WE VALUE:
Knowledge of Content Guru or similar platforms.
Ability to work independently.
Good leadership and collaboration skills.
Conveys information with clarity and directness, ensuring the message is understood across diverse, global teams.
Strong troubleshooting skills.
Experience and strong process knowledge in several business/ functional areas.
Apply rigorous waterfall and agile project management approach on assignments.
Creative and collaborative problem solving skills.
Delivering fast and right results in matrixed environment.
WHAT'S IN IT FOR YOU?
Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
A collaborative and inclusive work environment where your contributions are valued.
Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
Access to cutting-edge tools, resources, and a supportive team to help you excel.
The chance to work with a global, innovative company shaping the future in its industry.
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Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.
At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.