Job Summary:
Seeking a Technology Strategy Consultant with strong Business Analysis, business architecture, process improvement, and transformation experience to support a next-generation contact center initiative within the financial services industry. The role will partner with business leaders, operational stakeholders, technology architects, and engineering teams to define requirements, improve processes, and support the development of a new contact center operating model and technology ecosystem. The consultant will work independently in a complex environment and translate business needs into clear, actionable requirements that support successful technology and business 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 process 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 required.

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.
• 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.

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.