Sr. Systems Analyst (Call/Contact Center)

  • Company: Visa
  • Posted: April 15, 2017
  • Reference ID: 111857170
Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description
Visa's Contact Center Technology Solutions (CCTS) team is looking for a passionate, strategic thinker with in-depth technical experience in the contact center domain, having driven large scale development initiatives from conceptualization through implementation.� You'll serve as our "voice of the customer" within the IT delivery team, ensuring the teams technical design meets the business objectives.� We are looking for someone who is passionate about customer service technology, and can boldly lead enthusiastic, technical teams to deliver innovation solutions to our customers.


  • Work across a diverse set of technology teams and vendors to deliver the solutions that align to our business partner's strategy and operational objectives.

  • Lead technical JAD's to capture requirements for solution enhancements, translating the information into technical system requirements, performing prototype testing and training customers post implementation

  • Adeptly document business processes, workflows, user stories, requirements and other artifacts

  • Manage the RFI/RFP creation, vendor evaluation, vendor selection and executive recommendation for new or adjunct solution capabilities

  • Maintain understanding of competitive environment, technological capabilities and emerging trends within the contact center industry; providing analysis, recommendations and proposals that further our technical strategy and vision

  • Compile comprehensive technical and financial assessment(s) for requested initiatives, such as security compliance, end of life upgrades or new feature enhancements

  • Acts as key technical liaison between the technical delivery team and our business stakeholders, managing communication across the teams as well as ensuring the technology solutions delivered meets the business' objectives; proactively identifying technical gaps and offering innovative, "out of the box" solutions

  • Qualifications

  • 10+ years of proven experience managing technically complex, cross-organizational, multi-stakeholder projects in a highly matrixed environment

  • Call Center, Contact Center, Customer Experience, CX, CRM, and Analytics domain experience

  • Ability to negotiate and gain consensus between organizations where competing priorities exist

  • Excellent verbal, written, and presentation skills with both technical and non-technical audiences

  • Bachelor's Degree in Computer Science, Information Technology or equivalent disciplines required. MBA or other related advanced degree preferred.

  • Positive influencing skills both verbally and through the preparation of written materials in order to build relationships and effectively communicate business needs to internal technology groups

  • A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure

  • Additional Information
    Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
    All your information will be kept confidential according to EEO guidelines.

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