Business Analyst with Contact Center

As a Business Analyst with Contact Center, you will play a pivotal role in managing technical and functional aspects of contact center platforms. Your responsibilities will include: - Acting as the primary point of contact for all technical and functional aspects of contact center platforms, preferably RingCentral. If not, any other Contact Center like Genesys, Avaya, NICE, or Five9 would be acceptable. - Collaborating with IT operations and vendor teams to implement and maintain contact center technologies, including IVR, ACD, WFM, CRM, and CTI systems. - Converting business needs into clear technical requirements and overseeing the implementation to ensure effective solution delivery. - Providing expert-level support for troubleshooting system issues and coordinating resolution efforts. - Leading or supporting UAT (User Acceptance Testing), system upgrades, and configuration changes. - Analyzing contact center performance data and recommending improvements in processes, tools, and technologies. - Training and mentoring agents, team leads, and other stakeholders on system functionalities and best practices. - Ensuring compliance with data security, privacy, and regulatory standards in all technical implementations. Qualifications required for this role include proficiency in Genesys Contact-Center, Avaya Collaboration Suite, Cisco Webex, and NICE Contact Center. This job is a Contract to Hire position with a work mode of Hybrid. The ideal candidate should have 5 to 8 years of experience and be an immediate joiner. The location for this position is PAN India, with options in Bangalore, Hyderabad, Mumbai, Chennai, Pune, Noida, Gurgaon, and Kolkata.,