Business Analyst - Contact Center
Dice is the leading career destination for tech experts at every stage of their careers. Our client, New York Technology Partners, is seeking the following. Apply via Dice today!Role SummaryWe are seeking a Senior CCaaS Business Analyst with a strong Contact Center and technical background, preferably with hands-on exposure to NICE CXone or similar leading CCaaS platforms (Genesys, Avaya). The role requires extensive experience in requirements gathering, solution documentation, stakeholder management, and client-facing interactions. The candidate will work closely with business users, product owners, SMEs, architects, and delivery teams to define and deliver scalable contact center solutions.Key ResponsibilitiesBusiness Analysis & Requirement ManagementAct as a primary liaison between business stakeholders, product owners, and technical teamsLead end-to-end requirements gathering sessions (workshops, interviews, walkthroughs)Analyze current processes, identify gaps, and define target-state process modelsTranslate business requirements into:Business Requirements Documents (BRD)Functional Requirement Documents (FRD)User Stories and Acceptance CriteriaEnsure requirements are clear, complete, traceable, and aligned to business outcomesDocumentation & DesignCreate and maintain detailed documentation including:BRDs, FRDs, and process flowsVisio diagrams (asis / tobe processes, call flows, highlevel solution architectures)Integration requirement documents (real-time / batch interfaces, I/O parameters)Work with SMEs and architects to:Document dependencies, assumptions, risks, and constraintsAlign requirements with solution architectureAgile Delivery & Jira OwnershipCreate, manage, and groom user stories, sub-tasks, and epics in JiraAttach relevant documentation to Jira stories and maintain traceabilityObtain timely approvals from product owners on requirements and storiesSupport sprint ceremonies including backlog grooming, sprint planning, reviews, and retrospectivesEnsure stories meet Definition of Ready and Definition of DoneStakeholder & Client EngagementConduct and facilitate:Requirement workshopsDesign walkthroughsSprint demos and solution showcasesPresent completed functionality to business and clients, gather feedback, and refine requirementsServe as a client-facing SME, articulating functional and technical concepts clearly to non-technical audiencesDelivery & CoordinationWork closely with offshore/onshore development teams to ensure accurate implementation of requirementsClarify requirements and resolve functional queries during development and testingSupport UAT planning, execution, and defect triageContribute to project plans, effort estimation, and resource planningPrepare and present weekly status reports on progress, risks, and dependencies to leadershipMust-Have Skills & Experience10 to 15 years of overall Business Analysis experience in enterprise environments5+ years of experience with leading CCaaS platforms:NICE CXone (preferred)Genesys / Avaya or equivalent2+ years of hands-on experience with:Workforce Management (WFM)Contact Center Reports & DashboardsContact Center KPIs and SLAsStrong understanding of:Omni-channel contact centers (Voice, Chat, Email, Digital)Contact center metrics, operational workflows, and customer journeysSolid knowledge of:Jira and Scrum / Agile methodologySDLC (Agile & Waterfall)Experience with integrations:Real-time and batch interfacesInput/output parametersAPI-based and file-based integrationsExcellent written and verbal communication skillsNice to HaveAdvanced proficiency in Jira (workflows, dashboards, automation)Exposure to contact center transformation or CCaaS migration programsFamiliarity with reporting tools and analytics platformsKnowledge of call flows, IVR concepts, and high-level contact center architectureKey CompetenciesStrong analytical and problem-solving skillsClient-facing confidence and stakeholder managementAbility to lead discussions and influence decisionsDetail-oriented with strong documentation disciplineComfortable working in fast-paced, cross-functional environments"