Job Description -

We are looking for an experienced Business Analyst (BA) to support our CCaaS (Contact Center as a Service) Peripherals implementation. This is an onsite role requiring close collaboration with business stakeholders, IT teams, and vendors to translate business requirements into scalable CCaaS solutions.
The ideal candidate will have strong expertise in contact center operations, IVR design, and CCaaS platforms, along with excellent analytical and communication skills to drive successful project outcomes.

Key Responsibilities

Requirements Gathering & Analysis
Engage with business stakeholders to capture, analyze, and document requirements
Translate business needs into detailed specifications for CCaaS solutions

Gap Analysis
Assess current contact center processes and identify gaps against CCaaS platform capabilities
Provide recommendations to improve workflows and efficiency

Solution Design & Implementation Support
Collaborate with technical teams, architects, and vendors to design CCaaS solutions aligned with business goals
Contribute to IVR call flows, routing strategies, integrations, and omnichannel solutions

Training & Change Management
Provide training to end users, especially on IVR systems and agent workflows
Support adoption of new CCaaS features and processes

Production Support & Continuous Improvement
Provide post-implementation support
Drive continuous improvement using feedback and performance insights

Collaboration & Communication
Work closely with business teams, IT, vendors, and stakeholders
Clearly communicate requirements and solutions to technical and non-technical audiences

Qualifications & Experience

Education
Bachelor's degree in Business, IT, or related field

Experience
Proven experience as a Business Analyst in CCaaS / Contact Center environments
Experience with CCaaS platforms (e.g., Genesys, NICE CXone, Five9, Amazon Connect, etc.)
Strong knowledge of contact center operations, IVR, routing, and omnichannel solutions

The base compensation range for this role in the posted location is: 90000- 105000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.