Business Analyst

📋 Description

• Lead discovery workshops with client stakeholders (contact center ops, IT, compliance).
• Translate requirements into functional specs, user stories, and acceptance criteria for Amazon
• Map legacy contact center processes to Connect capabilities; identify gaps and config options.
• Maintain traceability between requirements, design decisions, epics/stories, and test cases.
• Run review/verification gates to prevent scope drift and ensure traced requirements.
• Coordinate intake of requirement changes and flag budget/schedule impacts.

🎯 Requirements

• 5+ years in business analysis, with 1+ year in contact center/CCaaS implementations.
• Experience analyzing call center interactions for process discovery.
• Working knowledge of Amazon Connect or CCaaS (Genesys, Avaya, Cisco, NICE).
• Proven ability to write clear functional requirements, user stories, and acceptance criteria.
• Familiarity with contact center KPIs (AHT, containment, CSAT/NPS, SLA, retention).
• Strong facilitation and stakeholder management; proficient with Jira, Confluence, Lucidchart/Visio

🎁 Benefits

• 100% remote work
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid exams and certifications
• Peer bonus awards
• State-of-the-art laptop and tools