Business Analyst

Job Title

Pay Range: $28hr - $33hr

Requirement/Must Have

• Bachelors degree in Business, IT, or related field.
• 35 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.