Senior Business Analyst
New
N
NTT DATAContact Center / CCaaS
100% remote, seeking candidates located in LATAM.ContractSenior
Salary30 - 33 USD per hour
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Job Details
- Languages
- Must have professional proficiency in English.
- Experience
- 5+ years of Business Analysis experience
- Required Skills
- Business AnalysisRESTful APIs
Requirements
- 5+ years of Business Analysis experience, preferably supporting large-scale enterprise transformation programs.
- Strong experience in Contact Center, Customer Service, or CCaaS transformation initiatives.
- Experience gathering and documenting complex business and technical requirements.
- Workshop facilitation and stakeholder management skills.
- Experience defining user stories, acceptance criteria, process flows, and functional requirements.
- Technical understanding of Contact Center environments, including routing, IVR, agent desktop, integrations, APIs, and omnichannel capabilities.
- Experience working in Agile / Scrum delivery environments.
- Professional proficiency in English.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related field, or equivalent professional experience.
- Comfort using a personal laptop with company security software and device management tools installed.
Responsibilities
- Lead requirements gathering and discovery sessions with Customer Service, Contact Center, Operations, Technology, and BPO stakeholders.
- Facilitate workshops to assess current processes, identify gaps, and define future-state Contact Center capabilities.
- Translate business needs into functional and technical requirements, epics, features, user stories, acceptance criteria, and process flows.
- Work with Product Owners, Solution Architects, developers, QA teams, and implementation partners to support correct implementation.
- Support business stakeholders in validating proposed solutions and designs.
- Analyze business processes and customer and agent journeys across Contact Center operations.
- Support prioritization, backlog refinement, sprint planning, and Agile delivery activities.
- Identify dependencies, assumptions, risks, and gaps across business and technology workstreams.
- Support functional testing, UAT preparation, defect clarification, and business acceptance.
- Maintain requirements traceability throughout the project lifecycle.
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