Senior Business Analyst - CCaaS

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 (as‑is / to‑be processes, call flows, high‑level 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"