Business Analyst (CX Transformation)

Job Description

• This role will be responsible for working closely with our client and global delivery teams on consulting and implementation projects for leading SaaS software for CX and contact center environments
• Experience working as a Business analyst, Business process management or Technical analyst
• Based out of Dallas Office, remote positions may be considered for qualified candidates

Primary Responsibilities 

• Work with Global client to understand business process transformation needs related to technology, data management, migration etc. and build requirements that meet these needs
• Assist in pre-sales, solution and project implementation - primary activities technical solution design, technical analysis and project management
• Analyze technical requirements of the client and prepare documentation for clients like SRS, FRD etc.
• Assist in solution design  workshops and creation of technology architectures
• Understand the functionalities/features of a product and create documentation around the product technical requirements.
• Lead project governance meetings and create reports for clients and technology partners

Technical Skills 

• Familiarity with SaaS software implemenations (Experience in sales, customer support or service management such as Salesforce, ServiceNow, Zendesk, freshdesk etc.preferred)
• Familiarity with Contact center software (Talkdesk, NICE, Five9) will be valuable
• Experience with BPMN 2.0 modeling and in technical analysis in IT project design, and development
• Project management experience (agile model)

Soft skills

• Self-starter, Eagerness to learn
• Dynamic personality - excellent client presence and communication skills
• Excellent written and communication skills
• Diligent and attention to detail - good project management skills
• Able to work in a fast paced environment and deal with customer priorities
• Experience working with a global team