Key skills
GoCRMStakeholder ManagementCommunication
About this role
Role Overview
- Lead business analysis activities for Contact Center transformation and customer experience projects.
- Collaborate with business stakeholders to understand current processes, pain points, and desired outcomes.
- Translate business requirements into functional specifications and user stories.
- Work with cross-functional teams to design and validate Contact Center workflows and integrations.
- Conduct requirement workshops, gap analysis, and process mapping.
- Support testing activities including UAT, functional testing, and validation of implemented solutions.
- Ensure alignment of requirements with Microsoft Dynamics capabilities.
- Provide continuous support during deployment and post‑go‑live stabilization.
Requirements
- Strong hands-on experience as a Business Analyst in Contact Center Projects.
- In-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.).
- Ability to define customer journeys, contact flows, and service processes.
- Excellent communication, stakeholder management, and documentation skills.
- Experience with any of the following Contact Center platforms:
- Genesys
- NICE
- Five9
- Avaya
- Microsoft Digital Contact Center Platform
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development