Business Analyst

📋 Description

• Lead structured elicitation workshops with client stakeholders to document current-state processes
• Break business requirements into discrete, ID-tagged functional requirements, user stories, and
• Map legacy contact center processes (e.g., Avaya, Genesys, NICE) to Amazon Connect capabilities
• Build and maintain traceability between requirement IDs, design decisions, epics/stories, and test
• Run review gates before design and verification gates before release, ensuring no ticket enters a
• Own intake of requirement changes, log impact to RTM, and hand schedule/budget impact to technical

🎯 Requirements

• 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or
• 5+ years experience in analyzing call center interactions as a process discovery methodology
• Working knowledge of using Amazon Connect or comparable CCaaS platform (Genesys, Avaya, Cisco
• Demonstrated ability to write clear functional requirements, user stories, and acceptance criteria
• Familiarity with contact center KPIs and operations concepts (AHT, containment, CSAT/NPS, SLA
• Strong facilitation and stakeholder management skills; comfortable running workshops with business

🎁 Benefits

• Pay in USD
• 100% remote work
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards