Role Summary
We are seeking a Senior CCaaS Business Analyst with a strong Contact Center and technical background, preferably with hands-on exposure to NICE CXone or similar leading CCaaS platforms (Genesys, Avaya). The role requires extensive experience in requirements gathering, solution documentation, stakeholder management, and client-facing interactions. The candidate will work closely with business users, product owners, SMEs, architects, and delivery teams to define and deliver scalable contact center solutions.
Key Responsibilities
Business Analysis & Requirement Management
Act as a primary liaison between business stakeholders, product owners, and technical teams
Lead end-to-end requirements gathering sessions (workshops, interviews, walkthroughs)
Analyze current processes, identify gaps, and define target-state process models
Translate business requirements into:
Business Requirements Documents (BRD)
Functional Requirement Documents (FRD)
User Stories and Acceptance Criteria
Ensure requirements are clear, complete, traceable, and aligned to business outcomes
Documentation & Design
Create and maintain detailed documentation including:
BRDs, FRDs, and process flows
Visio diagrams (asis / tobe processes, call flows, highlevel solution architectures)
Integration requirement documents (real-time / batch interfaces, I/O parameters)
Work with SMEs and architects to:
Document dependencies, assumptions, risks, and constraints
Align requirements with solution architecture
Agile Delivery & Jira Ownership
Create, manage, and groom user stories, sub-tasks, and epics in Jira
Attach relevant documentation to Jira stories and maintain traceability
Obtain timely approvals from product owners on requirements and stories
Support sprint ceremonies including backlog grooming, sprint planning, reviews, and retrospectives
Ensure stories meet Definition of Ready and Definition of Done
Stakeholder & Client Engagement
Conduct and facilitate:
Requirement workshops
Design walkthroughs
Sprint demos and solution showcases
Present completed functionality to business and clients, gather feedback, and refine requirements
Serve as a client-facing SME, articulating functional and technical concepts clearly to non-technical audiences
Delivery & Coordination
Work closely with offshore/onshore development teams to ensure accurate implementation of requirements
Clarify requirements and resolve functional queries during development and testing
Support UAT planning, execution, and defect triage
Contribute to project plans, effort estimation, and resource planning
Prepare and present weekly status reports on progress, risks, and dependencies to leadership
Must-Have Skills & Experience
10 to 15 years of overall Business Analysis experience in enterprise environments
5+ years of experience with leading CCaaS platforms:
NICE CXone (preferred)
Genesys / Avaya or equivalent
2+ years of hands-on experience with:
Workforce Management (WFM)
Contact Center Reports & Dashboards
Contact Center KPIs and SLAs
Strong understanding of:
Omni-channel contact centers (Voice, Chat, Email, Digital)
Contact center metrics, operational workflows, and customer journeys
Solid knowledge of:
Jira and Scrum / Agile methodology
SDLC (Agile & Waterfall)
Experience with integrations:
Real-time and batch interfaces
Input/output parameters
API-based and file-based integrations
Excellent written and verbal communication skills
Nice to Have
Advanced proficiency in Jira (workflows, dashboards, automation)
Exposure to contact center transformation or CCaaS migration programs
Familiarity with reporting tools and analytics platforms
Knowledge of call flows, IVR concepts, and high-level contact center architecture
Key Competencies
Strong analytical and problem-solving skills
Client-facing confidence and stakeholder management
Ability to lead discussions and influence decisions
Detail-oriented with strong documentation discipline
Comfortable working in fast-paced, cross-functional environments"
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