Business Analyst - CCaaS Implementation

Overview

On Site
$66 - $73
Contract - W2
Able to Provide Sponsorship

Skills

Acceptance Testing
Artificial Intelligence
Business Administration
FOCUS
FSD
Data Analysis
RFI
Stakeholder Engagement
Workflow
Test Cases
CCaaS
Migration
Management
Stakeholder Management
Technical Communication

Job Details

Compensation & Location:

  • Location: On-site in Torrance, CA
  • Pay Range: $65 $72 per hour, based on experience and internal equity
  • Schedule: Full-time, contract; long-term multi-year opportunity
  • Work Type: Onsite 5 days in office
  • Benefits: Health, Vision, Dental, Life Insurance, 401k, Continuing and on-demand education

You must be willing to work onsite in Torrance, CA

ONLY W2 NO CORP to CORP NO 3rd Parties

Sponsorship is available for this role

POSITION IS LOCATED IN TORRANCE, CA

CRITICAL COMPONENTS:

Deep CCaaS knowledge -- specializing in large-scale migrations and selection of platforms, with an emphasis on vendor evaluation, stakeholder engagement, and functional documentation.

Extensive Contact Center Workflow Knowledge -- real-world examples of identifying inefficiencies and improving them through intelligent routing, automation, and AI, exactly the process optimization and self-service enhancement goals.

RFI/RFP Process and Stakeholder Management -- managing vendors, gathering requirements, and driving strategic transitions across enterprise environments. Liaison experience with C-level leadership and vendors.

JOB DESCRIPTION:

  • Requirement Gathering: Gather and analyze business requirements related to the CCaaS system
  • RFI/RFP Process: Lead the creation and management of the Request for Information (RFI) and Request for Proposal (RFP) documents. Collaborate with stakeholders to develop detailed RFI/RFP documents that outline specific requirements and expectations from vendors
  • Vendor Evaluation: Evaluate vendor proposals based on criteria such as cost, technical capabilities, and alignment with project requirements
  • Facilitate meetings to discuss the pros and cons of each vendor
  • Vendor Communication: Act as a liaison between the organization and vendors, ensuring questions and concerns are clarified throughout the proposal and selection process
  • Business Requirements Documentation: Prepare comprehensive Business Requirements Documents (BRD) and Functional Specification Documents (FSD)
  • Workflow Analysis: Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels
  • Process Optimization: Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform
  • Stakeholder Collaboration: Work closely with internal and customer stakeholders to ensure seamless communication and mutual understanding of goals
  • System Test, UAT and Deployment: Assist in creating System Integration Testing (SIT) test cases, User Acceptance Testing (UAT) test cases and deployment activities to ensure successful project outcomes
  • Trend Monitoring: Stay updated on CCaaS trends and technologies to provide innovative recommendations
  • Best Practices Advocacy: Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction

WHAT YOU WILL BE WORKING ON:

We are seeking a detail-oriented and experienced Business Analyst to join our team for the implementation of a Contact Center as a Service (CCaaS) system. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication. This role involves gathering and analyzing business requirements, bridging the gap between business needs and technical solutions, and help selecting and ensuring the CCaaS solution meets the business objectives.

REQUIRED SKILLS:

  • Bachelor s degree in business administration, Information Technology, or a related field
  • Proven experience as a Business Analyst with a focus on CCaaS
  • Strong knowledge of contact center technologies and platforms
  • Excellent analytical and problem-solving skills
  • Strong communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Proficiency in project management tools and methodologies
  • Experience with data analysis and reporting tools
  • 3+ years of big 4 consulting experience is preferred
  • A stable work history with large enterprise organizations

The hiring range for this position is $66.00 to $73.00 per hour, which factors in various geographic regions. The base pay rate actually offered will take into account internal equity and also may vary depending on the candidate s geographic region, job-related knowledge, skills, and experience among other factors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.