Business Analyst

Job Title: Business Analyst

Job Location: Remote - Flexible working different time zones - Japan, India, Australia, etc

Job Overview:

We are seeking a dynamic and motivated CCaaS Business Analyst to join our team. This role serves as a critical bridge between clients and technology teams, ensuring seamless alignment of business needs with Contact Center as a Service (CCaaS) solutions. The ideal candidate is a self-starter with strong business analysis skills and hands-on experience with CCaaS platforms, capable of delivering clear, actionable requirements and fostering collaboration across stakeholders.

Key Responsibilities:

• Collaborate with business stakeholders and subject matter experts to identify challenges, needs, and opportunities for improvement.
• Elicit, document, and analyze business requirements with precision, ensuring alignment with client intent.
• Translate business requirements into technical specifications for CCaaS platform configurations and builds.
• Design and support modifications to client systems, including complex call flows for contact center operations.
• Act as the primary client-facing point of contact for contact center initiatives, managing one or more projects based on size and complexity.
• Educate clients on CCaaS platform capabilities and functionality to maximize value and adoption.
• Serve as a liaison between clients, project teams, and technical teams to ensure clear communication and project success.
• Support User Acceptance Testing (UAT) activities, ensuring solutions meet client expectations and requirements.
• Leverage expertise in contact center technologies, including ACD, IVR, automated dialers, queuing, skilling, email, chat, and social media integrations.

Required Qualifications:

Education

Bachelor’s degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications, or a related field, or equivalent professional experience.

Experience

• 5+ years of experience in business analysis, including requirements gathering, technical solution identification, risk assessment, and mitigation strategies in a multi-disciplinary team environment.
• 4+ years of hands-on experience with CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, or similar technologies.
• Proficiency with Microsoft Office Suite (PowerPoint, Excel, Word, Teams, Outlook) for documentation and communication.
• Experience with Atlassian Jira for project tracking and management.
• Familiarity with workflow mapping tools such as Microsoft Visio, Lucidchart, or equivalent.

Technical Knowledge

• Strong understanding of public and private cloud architectures.
• In-depth knowledge of contact center operations, including ACD, IVR, automated dialers, queuing, skilling, email, chat, and social media functionalities.

Skills

• Exceptional interpersonal skills to build trust and rapport with clients and internal teams.
• Strong critical thinking and problem-solving abilities to navigate complex business and technical challenges.
• Excellent organizational skills with a keen attention to detail.
• Superior written and verbal communication skills to articulate requirements and solutions clearly.