Business Analyst

Hiring for Raptor CX

About the Company

Raptor CX is a customer-experience consulting and services firm that designs and implements contact-centre and CX platforms (Sprinklr and the wider CCaaS stack) plus AI solutions for enterprise clients across the Middle East, Europe and the Americas. Led by former Sprinklr leaders, the team is growing fast and is building a remote delivery team in India.

About the Role

You'll sit between our clients and our delivery team. You'll turn what a business needs into clear product and technical requirements that engineers can build from, and see them through to user acceptance.

What you'll do

• Run discovery sessions with client stakeholders and capture business requirements
• Write BRDs, functional specs and user stories with clear acceptance criteria
• Map current and future customer journeys and contact-centre processes as flow diagrams
• Keep the backlog clean in Jira and answer the delivery team's questions
• Plan and run UAT with clients and track defects to closure
• Manage scope changes and keep documentation current through go-live

What you bring

• 2+ years as a Business Analyst turning business needs into product or technical requirements
• Have written requirements that engineers built from on a real project, from discovery through UAT
• Strong documentation: BRDs, FRDs, user stories, process flows (Visio, Lucidchart, Miro or similar)
• Experience working with engineering teams in Agile, using Jira and Confluence
• Confident, clear communication with client stakeholders

Nice to have

• SaaS platform implementations, especially CX, CRM or contact-centre tools (Sprinklr, Salesforce Service Cloud, Genesys, Zendesk, ServiceNow)
• Client-facing consulting or implementation experience
• Exposure to AI, chatbot or automation projects

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