Req ID: 390693

We are currently seeking a Business Analyst to join our team in Dallas, Texas (US-TX), United States (US).

Business Analyst - Contact Center Transformation

Location: Dallas, TX (Hybrid) Please do not apply if only looking for remote positions
Industry: Banking / Financial Services

About the Role

Are you a Business Analyst who thrives at the intersection of business and technology? Join a high-impact transformation initiative with a leading financial services organization as they build a next-generation contact center from the ground up.

In this role, you'll partner directly with business leaders, operational teams, technology architects, and engineering teams to define requirements, improve processes, and help shape a new contact center operating model and technology ecosystem. This is an opportunity to work on a strategic initiative where your analysis, documentation, and collaboration skills will directly influence how the organization serves its customers.

We're looking for a motivated, adaptable professional who can quickly get up to speed in a complex environment, work independently with stakeholders, and translate business needs into clear, actionable requirements that drive successful outcomes.

Key Responsibilities

• Partner with business leaders, operational stakeholders, and subject matter experts to gather, analyze, and document business requirements.
• Conduct stakeholder interviews, workshops, and discovery sessions to understand business needs and objectives.
• Collaborate with technology architects, engineers, and delivery teams to support solution design and implementation.
• Create and maintain business requirements documents (BRDs), user stories, use cases, workflows, process maps, and functional specifications.
• Analyze current-state processes, identify gaps, and recommend opportunities for improvement.
• Support the design and implementation of a new contact center operating model, processes, and supporting technologies.
• Facilitate communication between business and technical teams to ensure alignment throughout the project lifecycle.
• Manage multiple priorities and workstreams in a fast-paced, transformation-focused environment.
• Support testing, implementation, and business readiness activities as needed.

Required Skills

• Ability to quickly learn new business domains, technologies, and operating models.
• Ability to work independently and drive requirements discussions with both business and technical stakeholders.
• Strong written and verbal communication skills with the ability to present information to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Ability to conduct meetings with business leaders, subject matter experts, and technology architects.
• Ability to elicit, analyze, validate, prioritize, and document business requirements.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively across business, operations, technology, engineering, and architecture teams.
• Experience supporting contact center operations, workforce management, workforce planning, customer service environments, or similar operational functions.
• Must be able to work onsite in the Dallas, TX area.

Required Qualifications

• 3+ years of experience in Business Analysis, Business Architecture, Process Improvement, Transformation, Management Consulting, or a related field.
• 3+ years of experience gathering, analyzing, documenting, and validating business and functional requirements.
• 2+ years of experience partnering directly with business stakeholders to identify needs, define requirements, and support solution delivery.
• 2+ years of experience creating requirements documentation, including BRDs, user stories, use cases, workflows, process maps, or functional specifications.

Preferred Qualifications

• Experience supporting contact center transformation or modernization initiatives.
• Experience with Workforce Management (WFM) platforms such as NICE, Verint, Calabrio, Genesys, or similar solutions.
• Experience facilitating workshops, stakeholder interviews, and discovery sessions.
• Experience translating business requirements into functional specifications for technology teams.
• Experience with process improvement, process mapping, and change management initiatives.
• Experience within banking, financial services, fintech, or other regulated industries.

Why Join This Opportunity?

• Play a key role in building a contact center capability from the ground up.
• Work directly with business leaders and technology architects on a high-visibility initiative.
• Gain exposure to enterprise-scale transformation within a major financial services organization.
• Opportunity to make a measurable impact on customer experience and operational efficiency.
• Collaborate with cross-functional teams in a dynamic and fast-paced environment.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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