Senior Business Analyst, Contact Center Process & Strategy

Role Overview

• Conduct thorough analysis of existing contact center processes (e.g., booking flows, agent workflows, quality assurance, training) to identify bottlenecks, inefficiencies, and areas for improvement.
• Document current state ('as-is') and future state ('to-be') process flows using process mapping tools (e.g., Visio, Lucidchart).
• Develop and implement process improvement initiatives, leveraging methodologies such as Lean, Six Sigma, or BPM.
• Assist in the documentation and/or development of contact center standard operating procedures.
• Collaborate with contact center leadership to develop and execute strategic plans aligned with overall business objectives.
• Conduct market research and competitive analysis to identify industry best practices and emerging trends in contact center technology and operations.
• Analyze contact center performance data (e.g., call volume, handle time, customer satisfaction) to identify trends, patterns, and areas for strategic focus.
• Develop business cases to support strategic initiatives, including cost-benefit analysis and ROI projections.
• Elicit, analyze, and document business requirements from stakeholders using a variety of techniques (e.g., interviews, workshops, surveys).
• Translate business requirements into clear, concise, and testable functional and non-functional specifications.
• Create and maintain comprehensive documentation, including business requirements documents (BRDs), user stories, use cases, and process flows.
• Provide support to project teams throughout the project lifecycle, including planning, execution, and testing.
• Assist with the development of training materials and communication plans for new processes and systems, as well as methods to track effectiveness.
• Monitor project progress and escalate issues as needed.
• Build and maintain strong relationships with stakeholders across various departments, including contact center operations, IT, product management, marketing, and sales.
• Facilitate communication and collaboration among stakeholders to ensure alignment of project goals and objectives.
• Manage stakeholder expectations and address concerns in a timely and professional manner.

Requirements

• Bachelor's degree in business administration, information technology, or a related field.
• Minimum of 3-5 years of experience as a Business Analyst, with a focus on contact center operations.
• Strong understanding of contact center technologies and processes (e.g., ACD, IVR, CRM, workforce management).
• Experience with transformational projects and implementation of CCaaS platforms such as Genesys Cloud, Amazon Connect, Five9, or NICE CxOne.
• Experience with business process modeling and improvement methodologies (e.g., Lean Six Sigma, BPM).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication, interpersonal, and presentation skills.
• Experience with data analysis and reporting tools (e.g., Tableau, Power BI) is a plus.
• Certification in Business Analysis (e.g., CBAP, CCBA) is a plus.
• Travel Industry experience a plus.
• Salesforce experience a plus.
• Artificial Intelligence experience in both voice and chat a plus.

Tech Stack

• Cloud
• Tableau

Benefits

• Health insurance
• Flexible work arrangements
• Professional development opportunities