Business Analyst

Job Description

Responsibilities

• Collaborate with customer business teams and internal stakeholders including Sales, Pre-Sales, Platform Architects, Solution Consultants, and Engagement Managers to gather and document business requirements.
• Conduct detailed analysis and translate business needs into actionable use cases, process flows, and functional specifications.
• Analyze and map existing contact center workflows across voice and digital channels including inbound/outbound calls, chat, email, and messaging platforms.
• Identify opportunities for automation, self-service capabilities, and process improvements
• Work closely with Platform Architects and Solution Consultants to convert business requirements into scalable solution designs.
• Collaborate with technical teams to ensure successful implementation aligned with organizational goals.
• Stay current with CCaaS, CPaaS, Conversational AI, and customer experience technologies and trends
• Experience working as a Business Analyst supporting customer engagement, contact center, or digital transformation initiatives.
• Strong understanding of SDLC and Agile methodologies

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