Business Analyst
New
C
CaylentCloud Services
Location: MEXICO ... We are a fully remote global company with employees in Canada, the United States and Latin America.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLBusiness AnalysisFigmaJiraConfluence
Requirements
- 5+ years of business analysis experience.
- 1+ years supporting contact center, CCaaS, or customer experience technology implementations.
- Experience using interaction mining to analyze call center patterns.
- Working knowledge of Amazon Connect or platforms like Genesys, Avaya, Cisco, or NICE.
- Ability to write clear functional requirements, user stories, and acceptance criteria.
- Strong facilitation and stakeholder management skills.
- Proficiency with requirements and diagramming tools (Jira, Confluence, Lucidchart/Visio, Figma).
- Basic SQL or reporting-tool literacy.
- Proficiency with Microsoft Office tools (Excel, Word, PowerPoint).
Responsibilities
- Lead structured elicitation workshops with client stakeholders to document processes and workflows.
- Map legacy contact center processes to Amazon Connect capabilities.
- Develop functional requirements, user stories, and acceptance criteria for implementation.
- Conduct call listening and interaction analysis to identify process gaps and improvement opportunities.
- Serve as the primary liaison between customer business stakeholders and the delivery team.
- Facilitate UAT sessions, triage defects, and maintain requirement traceability matrices.
- Mentor junior business analysts and contribute to the internal practice documentation.
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