Contact Center Business Analyst

Mandatory Qualifications:

  • Experience with contact center requirements elicitation, facilitation, documentation, and presentation to different groups of users.
  • Experience performing contact center business process reengineering.
  • Experience modeling and documenting functional processes and use cases.
  • Experience designing and implementing a multi-channel contact center business model.
  • Experience developing call guidance strategy in a multi-channel interaction management structure including inbound and outbound voice, email, chat, and SMS.
  • Experience optimizing and reengineering multi-channel workforce management (WFM) including interaction recording, scheduling, skills-based routing, quality management (QM), and speech, text, and desktop analytics.
  • Experience with customer survey design, implementation, and data analysis.
  • Experience with Key Performance Indicators (KPI) development and reporting with comprehensive work capture.
  • Experience developing and implementing organizational change management, communication strategy, training, surveying, and stakeholder interviewing.
  • Experience creating desk procedures, job aids, knowledge articles, training material and providing training to technical and non-technical users.

Highly Desirable Qualifications:    

  • Experience providing consulting services to State and/or Federal agencies in the USA.
  • Experience translating business requirements to functional and non-functional requirements.
  • Strong analytical skill to assess business processes and practices and identify improvement opportunities.
  • Knowledge of contact center industry best practices and standards.
  • Excellent written and verbal communication skills.
  • Familiarity with Contact Center as a Service (CCaaS) platforms including Genesys Cloud CX, NICE CXone, Talkdesk CX Cloud, etc.
  • Ability to collaboratively interact with contact center vendor and other contractors in support of implementing a contact center solution.
  • Experience working in a large, complex project with many moving parts and frequent changes.
  • Experience developing and implementing change management and communication strategies in conjunction with a large technology project.
  • Experience managing multiple tasks, deadlines, and varying priorities.


  • Bachelor’s degree in Information Technology.

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