Senior CCaaS Business Analyst

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as a vital link between business stakeholders and technical teams.

• Lead the effective design and implementation of Contact Center as a Service (CCaaS) solutions.

• Oversee comprehensive requirements gathering sessions from start to finish.

• Convert intricate business requirements into well-defined Business Requirements Documents (BRDs), Functional Requirement Documents (FRDs), User Stories, and Acceptance Criteria.

• Develop and sustain thorough documentation, including process flows, Visio diagrams (current and future states), call flow designs, and integration requirement documents.

• Organize and refine user stories, epics, and sub-tasks using Jira.

• Promote stakeholder involvement through requirement workshops, design walkthroughs, and sprint demonstrations.

• Collaborate with both onshore and offshore development and architecture teams.

⛳️ Requirements

• Over 6 years of Business Analysis experience within enterprise settings.

• Proven proficiency in CCaaS platforms like NICE CXone, Genesys, or Avaya.

• Practical knowledge of omni-channel contact centers (Voice, Chat, Email, Digital).

• Strong grasp of Workforce Management (WFM), as well as contact center reporting and dashboards.

• Ability to assess current processes, pinpoint gaps, and create target-state models.

• Established experience in Agile and Scrum methodologies.

• Strong expertise in Jira for managing stories, workflows, and ensuring traceability.

• Significant experience with integration concepts, including real-time and batch interfaces.

• Excellent written and verbal communication skills in both English and Spanish.

🏝️ Benefits

• Complimentary access to various learning platforms.

• Free access for everyone to top-tier learning resources and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google, and many others.

• Digital campuses and academy.

• Supportive and empowering work environment.