Summary: This role [ Business Analyst ] works closely with the customer/business stakeholders and technical team. This role must have knowledge and/or relevant experience in the contact Center domain. This role is a major contributor to the requirements specification deliverables, therefore the Business Analyst should able to elicit requirements and write business/functional documents. Business Analyst must understand the software development process and should have critical thinking ability with strong problem-solving skill. To be successful in this role, the candidate must be detailed-oriented, self-starter with excellent communication skills, working independently and thrives working under deadlines. Key duties and responsibilities Work with project managers, architects, and vendors to understand high-level design, cross-interface impact, architectural/non-functional features, and detail the requirements. Defining detailed functional requirements (business logic, integration requirements, source to target mapping) in alignment with business needs. Experience in preparing requirement documents, user stories, call flow, data flow, process flow charts and wireframes. Follow and contribute to BA best practices, processes, techniques, tools and make sure to deliver a consistent quality artifact to customers. Should independently facilitate and lead the requirement-gathering workshops. Should lead cross-functional elicitation requirement sessions with SMEs to determine potential conflicts or other requirements that may exist in other areas. Ability to work independently and handle multiple projects. Ability to bring knowledge and understand trends, best practices and provide recommendations in functional scope. Work closely with the testing team ensuring proper hand shake in understanding the requirements and make sure proper coverage of the functionality during the test phases. Monitor and control scope creep and manage change requests. Excellent communication and presentation (both oral and written) skills Prior experience and understanding of Agile Methodology is a plus. Education Qualifications and Experience Required: Bachelors or masters degree in business administration, Computer Science or in a related discipline is required. Business Analyst with extensive knowledge on contact center technologies including IVR, CTI, Chat, dialers, ChatBot, Email, Social media, RPA is a plus. Understanding Conversational IVA/IVR is added an advantage. Knowledge on Telco domain is a plus. Experience on at least one Contact Center OeM Product (Cisco, Genesys, Avaya, Amazon Connect [AWS]) is a plus. Detail-oriented, organized, and task-oriented. Strong analytical skills while analysing processes. Proficiency in Word, Power Point, Excel and Visio.
Job Title
Senior Business Analyst