Business Analyst

$28 - $33 per hour

Cynet Systems

Orange, CT

Job Title

Pay Range: $28hr - $33hr

Requirement/Must Have

Bachelor’s degree in Business, IT, or related field.
3–5 years as a Business Analyst in contact center or customer experience domain.
Familiarity with contact center platforms (Amazon Connect, Genesys, NICE, Avaya, Cisco).
Understanding of IVR, ACD, WFM, and omnichannel solutions.
Basic knowledge of APIs, integrations, and cloud technologies.
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.

Responsibilities

Engage with business stakeholders to capture functional and technical requirements.
Document business processes, workflows, and system interactions.
Translate business needs into technical specifications for contact center platforms (e.g., Amazon Connect).
Support configuration, integration, and deployment of contact center solutions.
Identify opportunities for AI-driven enhancements (chatbots, voice bots, predictive routing).
Collaborate with AI/ML teams to integrate automation and analytics into contact center operations.
Develop test cases and perform UAT for new features and system upgrades.
Ensure compliance with security and regulatory standards.
Create dashboards and reports for performance monitoring and KPI tracking.
Provide actionable insights to improve customer experience and agent productivity.

Nice to Have

Experience with AI/GenAI tools for customer experience.
Knowledge of speech analytics, NLP, and RPA.
Certifications in Business Analysis (CBAP) or Contact Center Technologies.

Apply

Vacancy posted 2 days ago

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