Contact Center Operations Analyst

As a Contact Center Operations Analyst with 5 to 12 years of experience, your role will primarily focus on contact center technologies such as CRM systems, IVR, ACD, and workforce management tools. You will be working with contact center managers and agents to understand their needs and challenges while effectively communicating with business stakeholders to gather requirements. You will be responsible for balancing long-term strategic goals with short-term operational needs and identifying opportunities to streamline contact center processes. Your duties will include developing user stories and acceptance criteria, partnering with cross-functional teams, and working with solution architects to design solutions based on requirements. Your qualifications should include a Bachelor's degree in computer science or a related field, along with a strong understanding of contact center technologies and software platforms like Ring Central. Experience with customer experience and journey mapping, as well as Oracle ERP knowledge, will be beneficial. You must possess strong analytical and problem-solving skills, excellent communication abilities, and a customer-first mindset to excel in this role.,