What You'll Do
Lead discovery workshops with customer stakeholders to document current-state processes and translate business requirements into functional specifications. Analyze contact center KPIs to define measurable success criteria and conduct structured call listening to identify undocumented processes. Serve as the liaison between customer stakeholders and the delivery team, producing clear documentation and facilitating UAT sessions.
What We're Looking For
5+ years of business analysis experience, including 1+ years in contact center technology implementations. Working knowledge of Amazon Connect or comparable CCaaS platforms. Strong facilitation skills and proficiency with requirements and diagramming tools.
What We Offer
Competitive salary in USD. Fully remote position with flexible working hours. Includes generous holidays, equipment stipend, and support for exams and certifications.
Key Skills & Technologies
Additional Information
Experience Level
Senior
Job Language
English
Employment Type
Full-time
Work Mode
Remote