Business Analyst, Call Center Technology: UCM App Team

Description:
Hybrid 4/1 in Charlotte, NC

Our client is seeking a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application that enables call center operations. The role will collect and author business requirements, perform hands-on configuration using JSON, write and execute SQL to inform prioritization and validation, conduct unit and user acceptance testing, and deploy and monitor changes. The ideal candidate will manage end-to-end enhancements without handing off configuration to a development team, communicate clearly with stakeholders, and operate proactively in a fast-paced backlog environment.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $55.00 to $59.00/hr. w2

Responsibilities:

• Gather, write, and secure approval of business requirements and BRDs for UCM enhancements.
• Perform hands-on configuration of the UCM tool using JSON without developer handoff.
• Write and execute SQL queries to quantify impact, validate requirements, and support prioritization.
• Create test scripts, perform unit and UAT testing, and validate outcomes.
• Deploy approved configurations and monitor production for two weeks post-release.
• Collaborate with stakeholders to refine scope, acceptance criteria, and delivery timelines.
• Translate high-level business needs into technical specifications and documentation.
• Manage JIRA tickets and maintain clear traceability from request through release.

Experience Requirements:

• 2+ years of hands-on configuration experience for business applications, including JSON-based configuration.
• Proficiency writing and executing SQL to answer defined business questions and support BRD development.
• Demonstrated ability to author BRDs and technical specification documents.
• Experience planning and executing UAT, including test script creation.
• Strong written and verbal communication with stakeholder-facing leadership on calls.
• Experience with JIRA or similar ticketing systems preferred.
• Salesforce configuration experience considered transferable.

Education Requirements:

• Bachelor's degree in business, information management systems, or a related field.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!