Business Analyst

📋 Description

• Lead discovery workshops with customer stakeholders to document current-state processes, pain
• Translate business requirements into functional specifications, user stories, and acceptance
• Map legacy contact center processes (e.g., Avaya, Genesys, NICE) to Amazon Connect capabilities
• Build and maintain traceability matrices linking requirements, design decisions, epics/stories, and
• Run review gates before design and verification gates before release to ensure requirement
• Manage requirement changes and assess impact on scope, schedule, and budget.

🎯 Requirements

• 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or
• 5+ years experience analyzing call center interactions as a process discovery methodology.
• Working knowledge of Amazon Connect or comparable CCaaS platform (Genesys, Avaya, Cisco, NICE).
• Demonstrated 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 skills.

🎁 Benefits

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