CCaaS Business Analyst-Senior Associate

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.

As part of our Analytics and Insights Consumption team, you ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. Youll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.

• Internal & External stakeholder management
• Familiarity with the CCaaS domain,
• Indepth functional knowledge of sellservice (IVR, Chat Bots) , omni channel & agent desktop applications) of CCaaS platforms like MS DCCP, Amazon Connect , NICECXOne, , Genesys Cloud , Cisco Webex CC, Cisco HCS, UCCE/PCCE
• Governance & communication skills
• Deeper techno functional CCaaS expertise for the platforms MS DCCP, Amazon Connect, Genesys Cloud/NICE CX One.
• Analyze existing business processes and identify opportunities for improvement through technology.
• Translate business requirements into technical specifications for development teams.
• Create process maps, use cases, and user stories to illustrate requirements and workflows.
• Facilitate workshops and meetings with crossfunctional teams to ensure alignment on project goals.
• Assist in the testing and validation of cloud contact center solutions, ensuring they meet business needs.
• Monitor project progress and provide regular updates to stakeholders.
• Stay current with industry trends and best practices related to cloud contact centers and customer experience.
• Ensure compliance with industry standards and best practices.
• Analyze test results and provide detailed reports on findings.
• Participate in agile ceremonies, providing input on quality assurance processes
• Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
• Run and execute complete User Acceptance Test alongside testers
• Proficient in writing user stories in JIRA
• High proficiency in defining top notch customer facing slides/presentations

• Experience in CPaaS platforms (Twilio, Infobip) for synergies between Communication Platform As A Service & Contact Center As a Service
• Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics
• Work on high velocity Presales solution consulting engagements (RFP, RFI, RFQ)
• Define industry specific use cases (BFS & I, Telecom, Retail, Manlog etc)
• Defining Business Case