REMOTE JOB _ CCaas Business Analyst

Position: Contact Center / CCaaS Business Analyst 

Location: Remote

Duration: 6 Months

Domain :  Healthcare domain.

Business Analysis & Requirements Management

• Lead requirements discovery with business, operations, technology, and client stakeholders.
• Own and lead end-to-end requirements gathering activities for contact center transformation, customer experience, CRM, telephony, and AI-driven solutions.
• Elicit, analyze, document, and prioritize functional and non-functional requirements.
• Translate business needs into detailed business requirements, user stories, process flows, business rules, and acceptance criteria.
• Facilitate client discussions to understand business objectives, operational challenges, and solution requirements.
• Manage requirement traceability throughout the project lifecycle and ensure alignment between business needs and delivered solutions.

Process Design & Solution Definition

• Analyze current-state and future-state business processes within customer service, contact center, and operations environments.
• Facilitate solution design sessions and ensure business requirements are accurately reflected in system design.
• Identify process improvements, automation opportunities, AI-enabled workflows, and operational efficiencies.
• Define and document integration requirements between CRM platforms, telephony systems, AI applications, reporting tools, and enterprise systems.
• Support API integration requirements, data mapping, interface specifications, and system interoperability activities.
• Collaborate with architects and technical teams to design scalable and business-aligned solutions.

Delivery Support

• Partner with Product Owners, Architects, Development Leads, Vendors, and Testing teams during the Design, Development, and Implementation phases.
• Validate solution configurations and business workflows through iterative reviews, demonstrations, and stakeholder walkthroughs.
• Review design artifacts to ensure alignment with business objectives and operational requirements.
• Manage requirement changes, assess business impacts, and communicate implications to stakeholders.
• Support implementation of Contact Center as a Service (CCaaS), CRM, telephony, conversational AI, IVR, chatbot, agent assist, and workflow automation solutions.

Testing & Quality Assurance

• Define business acceptance criteria, success metrics, and expected business outcomes.
• Lead and support User Acceptance Testing (UAT), and business validation activities.
• Capture, document, and validate edge cases, exception handling scenarios, and operational workflows.
• Coordinate defect resolution between business users, technical teams, and vendors.
• Ensure delivered solutions meet documented business requirements and client expectations.

Stakeholder Engagement & Communication

• Act as the primary point of contact for business stakeholders and client representatives.
• Lead client-facing workshops, requirement sessions, status meetings, solution reviews, and decision forums.
• Communicate risks, issues, dependencies, assumptions, and mitigation plans to project leadership.
• Build consensus across business, operations, technology teams, vendors, and clients.
• Provide regular updates on project progress, requirements status, testing outcomes, and implementation readiness.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related discipline.
• 7+ years of Business Analysis experience.
• 3+ years leading complex enterprise implementations, digital transformation, or customer experience transformation programs.
• Strong experience in requirements management, process modeling, stakeholder engagement, and client-facing delivery.
• Demonstrated experience working with Contact Center, CRM, Telephony, Customer Experience, or AI-enabled customer engagement solutions.
• Experience gathering requirements and supporting delivery for integrations using APIs, middleware, and enterprise platforms.
• Experience leading UAT and business validation activities.
• Experience working in Agile, Scrum, Waterfall, or hybrid delivery methodologies.
• Excellent analytical, communication, facilitation, and presentation skills.

Preferred Qualifications

• Experience supporting Contact Center transformation programs, CCaaS implementations, or omnichannel customer service platforms.
• Knowledge of AI-powered customer engagement solutions, chatbots, conversational AI, speech analytics, and agent assist technologies.
• Experience with telephony and contact center platforms such as Genesys, NICE CXone, Amazon Connect, Cisco, Five9, Avaya, or Microsoft Digital Contact Center Platform.
• CBAP, PMI-PBA, Agile BA, Scrum, or equivalent certifications preferred.
• Experience working in global delivery environments with direct client engagement responsibilities.

Best Regards,

US IT-Recruiter