• Collaborate with business owners, users, and team members to gather and define requirements for new applications, system enhancements, and issue resolution. 

• Analyze data and create visualizations from a variety of platforms and tools to identify actionable insights.

• Present and communicate innovative strategies and ideas to both business and technology stakeholders with clarity and confidence.

• Partner with developers and peers to troubleshoot application issues, conducting root cause analyses and implementing solutions efficiently.

• Research and assess the current business environment, delivering practical and actionable solutions to complex challenges.

• Act as a key collaborator, fostering a team-focused environment where ideas and solutions are shared to achieve success together. This role is not a one-person show—you will work alongside a team to accomplish shared goals.

• Act as the vital link between business users and IT, ensuring seamless communication across multiple lines of business.

• Create and execute test cases for QA and facilitate user acceptance testing (UAT) with stakeholders.

• Develop and maintain comprehensive documentation, including application guides and user manuals.

• Proactively identify, escalate, and address risks and issues, ensuring all stakeholders are informed.

• Manage project plans, driving timelines to achieve milestones and successful outcomes.

• Conduct impact analysis of corporate projects and communicate findings to relevant stakeholders.

• Identify and analyze patterns, trends, and anomalies to inform decision-making and strategy.

• Explore opportunities to integrate new technologies, including automation and AI, as part of broader process improvements, always ensuring alignment with business goals.
   

Skills/Requirements
 

• Bachelor’s degree preferred; or equivalent combination of education, experience and training that provides the required knowledge and skills

• Minimum 3 to 5 years of experience with enterprise systems as a business analyst with a demonstrated ability to work cross-functionally 

• Technical knowledge of the tools within a contact center for reporting, call routing, workforce management, and quality management such as NICE CXOne/IEX, Zoom Call Center and Observe AI.Understand the KPIs of an omni-channel environment

• Proficiency in data analytic and project management tools such as Microsoft Power BI and Smartsheet

• Proficiency in Microsoft Office including Excel and Visio

• Excellent verbal and written communication skills with an ability to communicate with vendors, internal customers, and senior leaders