Business Analyst (Enterprise Experience)

Overview:

A leading Contact Centre Solutions & Technology Provider serving numerous contact centres and agents, require a proactive individual with a strong analytical mindset and excellent communication skills. The successful candidate will be responsible for analyzing business processes, identifying areas for improvement, and collaborating with stakeholders to implement effective solutions.

Duties:

• Conduct thorough analysis of existing business processes and systems to identify inefficiencies, bottlenecks, and areas for improvement.
• Collaborate with stakeholders, including business leaders, project managers, and IT teams, to gather and document business requirements.
• Develop comprehensive business requirements documents (BRDs), functional specifications, and user stories to clearly articulate project objectives and scope.
• Work closely with development teams to translate business requirements into technical specifications and ensure alignment with project goals.
• Facilitate workshops, meetings, and interviews with stakeholders to elicit feedback, validate requirements, and drive consensus on project deliverables.
• Perform gap analysis to identify discrepancies between current and desired state processes, and propose feasible solutions to bridge the gap.
• Analyze data and generate reports to support decision-making processes and measure the effectiveness of implemented solutions.
• Provide ongoing support and guidance to project teams throughout the software development lifecycle, including requirements clarification, testing, and deployment.
• Assist in the evaluation and selection of technology solutions, vendors, and third-party providers to meet business needs and objectives.
• Stay up-to-date with industry trends, best practices, and emerging technologies related to contact centre solutions and enterprise software development.
• Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment of priorities.
• Contribute to process improvement initiatives and participate in continuous improvement efforts to enhance efficiency and effectiveness within the organization.

Required Skills:

• 3 - 5 years experience 
• Bachelor's degree in Business Administration, Management Information Systems, or related field.
• Proven experience as a Business Analyst in an enterprise environment, preferably within the contact centre industry.
• Strong understanding of business processes and requirements gathering techniques.
• Proficiency in analyzing data, creating reports, and presenting findings to stakeholders.
• Excellent communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
• Experience with Agile methodologies and project management tools.
• Ability to work collaboratively in cross-functional teams and manage multiple projects simultaneously.
• Attention to detail and a proactive approach to problem-solving.
• Familiarity with contact centre technologies and solutions is advantageous.