Business Analyst | Contact Center Tools
Core
Business Analyst bridging business needs and technical teams to drive requirements, data-driven decisions, and AI-supported workflows for a critical contact center solution.
Role type
Business Analyst (Contact Center Tools)
Builds
Contact center platform used daily for customer service
Domain
Telecommunications / Customer Service / Contact Center
Required skills
Requirements management, process analysis, data analysis, solution design, business case creation, workshop facilitation
Preferred skills
AI tool usage (e.g., Copilot), DevOps, test methodologies (TDD/BDD), user-centered design, Business Analysis certifications (AgileBA/CCBA/CBAP)
Technologies
AI tools (Copilot), contact center systems
Responsibilities
Drive requirements from idea to delivery, analyze processes and data flows, create solution proposals balancing business value and technical constraints, provide decision support and business cases, influence team adoption of modern analysis methods
Seniority
Mid-Senior, hands-on IC
