Senior Business Analyst CCaaS / NICE

Requirement/Must Have:

• Strong experience in business analysis within enterprise environments.
• Hands-on experience with CCaaS platforms such as NICE CXone, Genesys, or Avaya.
• Strong knowledge of omni-channel contact center operations (voice, chat, email, digital).
• Experience with Workforce Management (WFM), reporting, and contact center KPIs/SLAs.
• Proficiency in Jira and Agile/Scrum methodologies.
• Strong experience in requirement documentation (BRD, FRD, user stories).
• Experience with API-based and file-based integrations.
• Excellent communication and stakeholder management skills.

Experience:

• 10 15 years of overall Business Analysis experience.
• Minimum 5+ years of experience with CCaaS platforms.
• Experience working across Agile and Waterfall SDLC environments.

Responsibilities:

• Act as a liaison between business stakeholders, product owners, and technical teams.
• Lead requirement gathering sessions, including workshops and interviews.
• Analyze current processes and define target-state process models.
• Create and maintain BRDs, FRDs, user stories, and acceptance criteria.
• Develop process flows, call flows, and solution documentation.
• Collaborate with SMEs and architects to align requirements with solution design.
• Manage and groom Jira backlogs, epics, and user stories.
• Support Agile ceremonies, including sprint planning, reviews, and retrospectives.
• Conduct design walkthroughs, demos, and stakeholder presentations.
• Work with development teams to ensure accurate implementation of requirements.
• Support UAT planning, execution, and defect resolution.
• Provide status updates, risk assessments, and progress reports to leadership.

Should Have:

• Advanced Jira expertise, including workflows and dashboards.
• Experience in CCaaS transformation or migration programs.
• Familiarity with reporting and analytics tools.
• Knowledge of IVR, call flows, and contact center architecture.

Skills:

• Business analysis and requirement management.
• Process modeling and documentation.
• Agile and Scrum methodologies.
• Stakeholder communication and client engagement.
• Problem-solving and analytical thinking.

Qualification and Education:

• Bachelor s degree in Business, Information Technology, or related field preferred.