Contact Center Business Analyst

MIX OF functional and technical

Onsite
Through 6 months and extendable
Location – Fairfax County VA HQ with some occasional travel to county sites (such as fire stations)
Two interviews – one w/CAS Severn Inc. and one with Fairfax County Gov (videos)

W2 no benefits (NO C2C)

Locals or within MD/VA/DC 

Onsite role .

Overview
We are seeking an experienced Contact Center Business Analyst with hands-on expertise in both Avaya and Cisco contact center platforms to lead the analysis, documentation, and migration of complex call flows from Avaya to Cisco across 32 contact center instances supporting approximately 10 distinct departments/agencies. 

Key Responsibilities

• Perform detailed discovery and documentation of existing Avaya call flows, IVR scripts, routing logic, queues, skills-based routing, and integrations for 32 separate contact center instances.
• Design and map equivalent call flows, queuing strategies, and customer journeys in Cisco Contact Center Enterprise/Cloud (CCE/CCX or Cisco Webex Contact Center).
• Collaborate with technical teams to ensure accurate translation of Avaya functionality (e.g., Experience Portal, POM, vectors, VDNs) into Cisco equivalents (e.g., CVP, ICM scripting, ECE, precision queues).
• Create clear, comprehensive flow diagrams, requirement documents, and migration playbooks.
• Lead or support User Acceptance Testing (UAT) cycles, including test script creation and defect triage.
• Deliver targeted training and knowledge transfer sessions to end-users, supervisors, and administrators on the new Cisco platform.
• Act as the primary point of contact for business stakeholders during the transition, ensuring minimal disruption and high adoption.
• Identify and escalate risks, gaps, or functionality differences between Avaya and Cisco environments.

Required Experience & Skills

• 3+ years as a contact center business analyst or customer success specialist.
• Working familiarity and hands-on configuration/documentation experience with both Avaya (AACC/AACC-E, Experience Portal, POM) and Cisco (CCE/CCX or Webex Contact Center) platforms.
• Proven track record of successfully mapping and migrating call flows from Avaya to Cisco (or similar large-scale migrations).
• Strong process mapping and documentation skills (Visio, Lucidchart, Miro, etc.).
• Experience facilitating UAT and delivering end-user training in contact center environments.
• Excellent communication and stakeholder management skills; ability to translate technical concepts to non-technical audiences.
• Ability to manage multiple concurrent workstreams and meet tight deadlines in a December–April migration window.

Preferred

• Relevant certifications (e.g., Avaya ACIS/ACSS, Cisco CCNP Collaboration, ITIL).
• Prior public-sector or multi-agency contact center migration experience.
• Cisco certifications (CCNA Collaboration, CCNP Voice).

This is a high-impact, fast-paced contract role ideal for a seasoned contact center professional who thrives on complex migrations and driving successful customer adoption.