Senior Business Analyst

Contact Service Technology (CST) team is the bridge between business stakeholders and technical delivery. You bring clarity to complex problems, translate ambiguous requirements into actionable user stories, and ensure that every solution — from AI-powered contact center tools to cloud-native integrations — is grounded in genuine business value. You thrive in Agile environments, communicate with confidence at all levels of the organization, and have a natural instinct for process improvement and continuous delivery.

In this role, you can expect to:

· Elicit, analyze, and document business and functional requirements for AI, IVR, cloud, and contact center technology initiatives.

· Translate stakeholder needs into detailed user stories, acceptance criteria, process flows, and functional specifications.

· Facilitate requirements workshops, discovery sessions, and stakeholder interviews across business and technology groups.

· Partner with developers, architects, QA, and product owners throughout the full SDLC — from discovery to deployment.

· Maintain and manage product backlogs in JIRA; track milestones and portfolio demand using Clarity.

· Create process models, swim lane diagrams, and data flow diagrams using Visio or Lucidchart.

· Conduct gap analyses, impact assessments, and feasibility studies for proposed solutions.

· Support UAT by developing test scenarios, data validation plans, and coordinating with end users.

· Produce and maintain living project documentation in Confluence.

· Participate in daily standups, sprint planning, demos, and retrospectives as an active team member.

· Identify opportunities for process reengineering and continuous improvement across CST delivery workflows.

Education

· Bachelor's degree in Business, Information Technology, Computer Science, or a related field.

Experience

· 3–5+ years as a Business Analyst on enterprise software, digital transformation, or cloud projects.

· Demonstrated success writing user stories and managing backlogs in Agile/Scrum environments.

Tools & Platforms

· JIRA — backlog management, sprint tracking, and agile delivery workflows.

· Confluence — technical documentation and knowledge sharing.

· Clarity — project portfolio tracking and resource management.

· Microsoft Suite — Excel (analysis), PowerPoint (presentations), Word, Visio (process modeling).

Core Skills

· Requirements elicitation and documentation (use cases, BRDs, user stories, acceptance criteria).

· Process modeling and workflow analysis (swim lanes, data flows, BPMN).

· Stakeholder management and executive-level communication.

· Agile/Scrum ceremonies: sprint planning, backlog grooming, demos, retrospectives.

· Excellent written, verbal, and presentation communication skills.

What would be great to have:

· Contact center domain knowledge (IVR, ACD, routing, CRM, workforce management).

· AI/NLP product familiarity (chatbots, virtual agents, intent classification, Watson).

· Basic SQL for data validation, reporting, and UAT support.

· CBAP, CCBA, or PMP certification.

· Experience working with distributed global delivery teams.

· Waterfall methodology experience alongside Agile.

· Exposure to Splunk, Power BI, or SSRS for data-driven reporting.