Technology Strategy Consultant

Role: Technology Strategy Consultant

Location: Dallas, TX (Hybrid)

Type: Contract

About the Role

• Are you a Business Analyst who thrives at the intersection of business and technology? Join a high-impact transformation initiative with a leading financial services organization as they build a next-generation contact center from the ground up.
• In this role, you'll partner directly with business leaders, operational teams, technology architects, and engineering teams to define requirements, improve processes, and help shape a new contact center operating model and technology ecosystem. This is an opportunity to work on a strategic initiative where your analysis, documentation, and collaboration skills will directly influence how the organization serves its customers.
• We're looking for a motivated, adaptable professional who can quickly get up to speed in a complex environment, work independently with stakeholders, and translate business needs into clear, actionable requirements that drive successful outcomes.

Key Responsibilities:

• Partner with business leaders, operational stakeholders, and subject matter experts to gather, analyze, and document business requirements.
• Conduct stakeholder interviews, workshops, and discovery sessions to understand business needs and objectives.
• Collaborate with technology architects, engineers, and delivery teams to support solution design and implementation.
• Create and maintain business requirements documents (BRDs), user stories, use cases, workflows, process maps, and functional specifications.
• Analyze current-state processes, identify gaps, and recommend opportunities for improvement.
• Support the design and implementation of a new contact center operating model, processes, and supporting technologies.
• Facilitate communication between business and technical teams to ensure alignment throughout the project lifecycle.
• Manage multiple priorities and workstreams in a fast-paced, transformation-focused environment.
• Support testing, implementation, and business readiness activities as needed.

Required Qualifications:

• 3+ years of experience in Business Analysis, Business Architecture, Process Improvement, Transformation, Management Consulting, or a related field.
• 3+ years of experience gathering, analyzing, documenting, and validating business and functional requirements.
• 2+ years of experience partnering directly with business stakeholders to identify needs, define requirements, and support solution delivery.
• 2+ years of experience creating requirements documentation, including BRDs, user stories, use cases, workflows, process maps, or functional specifications.
• Ability to quickly learn new business domains, technologies, and operating models.
• Ability to work independently and drive requirements discussions with both business and technical stakeholders.
• Strong written and verbal communication skills with the ability to present information to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Ability to conduct meetings with business leaders, subject matter experts, and technology architects.
• Ability to elicit, analyze, validate, prioritize, and document business requirements.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively across business, operations, technology, engineering, and architecture teams.
• Experience supporting contact center operations, workforce management, workforce planning, customer service environments, or similar operational functions.

Preferred Qualifications:

• Experience supporting contact center transformation or modernization initiatives.
• Experience with Workforce Management (WFM) platforms such as NICE, Verint, Calabrio, Genesys, or similar solutions.
• Experience facilitating workshops, stakeholder interviews, and discovery sessions.
• Experience translating business requirements into functional specifications for technology teams.
• Experience with process improvement, process mapping, and change management initiatives.
• Experience within banking, financial services, fintech, or other regulated industries.

Why Join This Opportunity:

• Play a key role in building a contact center capability from the ground up.
• Work directly with business leaders and technology architects on a high-visibility initiative.
• Gain exposure to enterprise-scale transformation within a major financial services organization.
• Opportunity to make a measurable impact on customer experience and operational efficiency.
• Collaborate with cross-functional teams in a dynamic and fast-paced environment.