Implementation Consultant / Business Analyst

We re seeking an experienced CX Business Analyst to design and implement innovative contact center solutions that enhance customer experience and drive business growth.

The ideal candidate will possess a deep understanding of customer requirements and best practices in the contact center space.


If you have a passion for delivering exceptional customer experiences and a proven track record of success in contact center solutions, we d love to hear from you.

The candidate should possess a comprehensive understanding of contact center operations, including ACD, IVR, and CRM integration.


A proven track record in designing and delivering effective customer interaction solutions across a variety of channels, including IVR, web, email, chat, SMS, and social media, is essential.


Work with project managers, architects, and vendors to understand high-level design, cross-interface impact, architectural/non-functional features, and detail the requirements.


The ability to define thorough functional requirements, encompassing business logic, integration needs, and source-to-target mapping, is critical to align with business objectives.


Experience in preparing requirement documentation, user stories, call flow diagrams, data flow diagrams, process flow charts, and wireframes is required.


The candidate should commit to following and contributing to best practices, processes, techniques, and tools for business analysis, ensuring the delivery of high-quality artifacts to stakeholders.


The ability to facilitate and lead requirements-gathering workshops independently is crucial.


Leading cross-functional elicitation sessions with subject matter experts (SMEs) to identify potential conflicts or additional requirements within other domains is necessary.


The candidate must demonstrate the ability to work independently and manage multiple projects effectively while remaining knowledgeable about trends and best practices in the functional scope to provide informed recommendations.


Close collaboration with the testing team is required to ensure mutual understanding of requirements and comprehensive coverage of functionality during testing phases.


Furthermore, proactive monitoring and management of scope creep and change requests are vital.

Excellent communication and presentation skills, both oral and written, are expected.


Prior experience and understanding of Agile methodology will be considered an advantage.