Contact Center Business Analyst

Designation - Contact Center Business Analyst

Location - London

Work Mode - Hybrid(2/3 Days Onsite)

Role - Contract (6 Months)

We are seeking an experienced Contact Center Business Analyst to engage with business stakeholders and peers to gather and analyze requirements effectively. The ideal candidate will work closely with contact center managers and agents to understand their operational challenges and identify opportunities for process improvements.

• Collaborate with stakeholders to gather, document, and refine business requirements.
• Engage with contact center managers and agents to assess their needs and challenges.
• Identify and implement process improvements to enhance contact center efficiency.
• Develop user stories and acceptance criteria to drive functional and system requirements.
• Work closely with cross-functional teams across different time zones.
• Present developed features and functionalities to business stakeholders.
• Facilitate User Acceptance Testing (UAT) and secure stakeholder sign-off for implementation.
• Perform impact analysis for scope changes and document modifications to requirements, processes, configurations, and data mapping.
• Adhere to established change management processes.
• Provide post-implementation support and continuous improvements.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in contact center operations.
• Strong knowledge of contact center technologies, including CRM systems, IVR, ACD, and workforce management tools.
• Experience with RingCentral contact center software is mandatory.
• Familiarity with customer experience (CX) principles and customer journey mapping.
• Experience with Oracle ERP is a plus.
• Proven ability to analyze complex business processes and develop effective solutions.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Knowledge of Agile methodologies and project management principles.

If you are a results-driven professional passionate about optimizing contact center operations and enhancing customer experiences, we encourage you to apply. Nehal . kankriya@randstaddigital. com

Randstad Technologies is acting as an Employment Business in relation to this vacancy.