Contact Center Business Analyst

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Do your superhuman analytical and conflict resolution skills help identify, communicate and resolve issues efficiently and effectively? Are you a first-rate communicator who is able to tailor discussions based on intended audiences? Do you get energized by working in a high-performance IT environment, in collaboration with other smart dynamic trailblazers who obsess over solutions?

USAN is a revolutionary contact center solutions provider, promoting 21st century values rooted in work-life balance, flexibility and career growth opportunities.

Role Summary:

The Business Analyst is the link between USAN’s Contact Center Services technology capabilities and our clients. The Contact Center BA responsibilities are as follows:

  • Cultivates, interprets and matures client Contact Center Business Requirements Documents (BRDs)
  • Analyzes and ensures integration points between BRDs and our Contact Center Services capabilities
  • Helps negotiate Contact Center product functionalities with the client
  • Translates Contact Center BRDs into functional specifications for internal engineering, QA and external client audiences
  • Scopes projects and works with the PMO to prioritize deliverables

Job Duties:

  • Capture business, functional and technical requirements from customers and internal users for our Contact Center Services (ACD, WFM, Dialer, Omni-Channel, etc)
  • Create Visio and Microsoft Word documents of Contact Center business requirements, process flows, and automated call flows
  • Reviews all documents for completeness, identifies exceptions and missing or problematic business rules

Basic Qualifications

  • Bachelor’s degree in Business or IT-related fields
  • 3+ years’ experience as Functional, Data or Business Analyst
  • 3+ years’ experience performing BA responsibilities in the Contact Center industry
  • 3+ years of experience as a Contact Center Manager or equivalent role
  • 3+ years’ experience Microsoft Visio, Microsoft Word, Microsoft Excel
  • 3+ years’ experience of customer interfacing experience – project oversight, customer presentation
  • Must have excellent communication skills (written and verbal) including but not limited to:
    • Possess the ability to present material in a clear and concise manner
    • Possess the ability to communicate across all levels of an organization
  • Must be detail-oriented with the ability to work through technical documents and requirements
  • Must be comfortable working in a cross-functional team environment
  • Must work well in fast-paced, customer and deadline-driven environment with minimal supervision and demonstrate initiative and good judgment
  • Must possess the ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines
  • Must have knowledge of modern office software including Microsoft PowerPoint, SharePoint, Project, et cetera.

Preferred Qualifications

  • 5+ years of experience as a Business Analyst in a fast-paced IT environment
  • Experience with contact center technology (ACD, workforce management, and dialer).

Job Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions

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