Contact Center Business Analyst

Infosys is a global leader in next-generation digital services and consulting, helping organizations navigate digital transformation. The Contact Center Business Analyst will support contact center, customer experience, CRM, and CCaaS modernization initiatives by gathering requirements, designing solutions, documenting processes, and supporting software delivery and production operations.

Responsibilities:

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository
• Lead discovery workshops, stakeholder interviews, and requirements gathering sessions
• Elicit, analyze, document, and prioritize business, functional, and non-functional requirements
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria
• Translate business needs into solution designs that align with organizational goals
• Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams
• Support enterprise CCaaS and CRM transformation initiatives
• Analyze existing customer service workflows and identify opportunities for automation and optimization
• Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements

Requirements:

• Experience in digital modernization initiatives across Contact Center, Customer Experience (CX), CRM, and CCaaS platforms
• Business Analysis & Functional Consulting
• Lead discovery workshops, stakeholder interviews, and requirements gathering sessions
• Elicit, analyze, document, and prioritize business, functional, and non-functional requirements
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria
• Translate business needs into solution designs that align with organizational goals
• Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams
• Bachelor's degree or foreign equivalent required from an accredited institution
• Will also consider three years of progressive experience in the specialty in lieu of every year of education
• This position may require relocation and/or travel to work/project location
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future
• Contact Center & Customer Experience Transformation
• Support enterprise CCaaS and CRM transformation initiatives
• Analyze existing customer service workflows and identify opportunities for automation and optimization
• Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements