Business Analyst with Contact Center

As a Business Analyst with Contact Center experience, your role will involve the following responsibilities: - Act as the primary point of contact for all technical and functional aspects of contact center platforms, preferably RingCentral. If not, any other Contact Center platform like Genesys, Avaya, NICE, or Five9 is acceptable. - Collaborate with IT operations and vendor teams to implement and maintain contact center technologies, including IVR, ACD, WFM, CRM, and CTI systems. - Convert business needs into clear technical requirements and oversee the implementation to ensure effective solution delivery. - Provide expert-level support for troubleshooting system issues and coordinate resolution efforts. - Lead or support UAT (User Acceptance Testing), system upgrades, and configuration changes. - Analyze contact center performance data and recommend improvements in processes, tools, and technologies. - Train and mentor agents, team leads, and other stakeholders on system functionalities and best practices. - Ensure compliance with data security, privacy, and regulatory standards in all technical implementations. Qualifications Required: - Mandatory Skills: Genesys Contact Center, Avaya Collaboration Suite, Cisco Webex, NICE Contact Center About the Company: Our client is a global technology consulting and digital solutions company with a presence in over 30 countries. They enable enterprises to reimagine business models and accelerate innovation through digital technologies. With a team of more than 84,000 professionals, they cater to over 700 clients, leveraging extensive domain and technology expertise to drive superior competitive differentiation, customer experiences, and business outcomes.,