Contact Center Business Analyst (100% Remote)
Posted 3 days ago by Sapience, Inc
Negotiable
Undetermined
Remote
Remote
Summary: We are seeking an experienced Contact Center Business Analyst to support a major migration project from Cisco to NiCE. The candidate will work closely with both business and technical teams to gather requirements and ensure smooth project delivery. Strong experience with Contact Center technologies is essential for this role. The position is fully remote and focuses on collaboration throughout the project lifecycle.
Key Responsibilities:
- Work closely with stakeholders to gather, analyze, and document business and technical requirements.
- Support the migration of Contact Center platforms from Cisco to NiCE.
- Collaborate with technical teams, vendors, and business users throughout the project lifecycle.
- Conduct gap analysis, process mapping, and workflow documentation.
- Assist in testing, validation, and user acceptance activities.
- Coordinate meetings, track project deliverables, and provide status updates.
- Ensure business requirements are properly translated into functional solutions.
Key Skills:
- Experience working with Contact Center platforms such as Cisco, NiCE, or Genesys.
- Strong Business Analyst experience in contact center or customer service environments.
- Experience with platform migration or transformation projects preferred.
- Strong communication, documentation, and stakeholder management skills.
- Ability to work in a fast-paced project environment.
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
We are seeking an experienced Contact Center Business Analyst to support a major contact center platform migration project from Cisco to NiCE. The ideal candidate will have strong experience working with Contact Center technologies such as Cisco, NiCE, or Genesys and will collaborate with business and technical teams to gather requirements, support migration activities, and ensure smooth project delivery.
Job Title
Contact Center Business Analyst (BA)
Location
Chicago, IL
Duration
6+ Months
Job Description
Key Responsibilities:
- Work closely with stakeholders to gather, analyze, and document business and technical requirements.
- Support the migration of Contact Center platforms from Cisco to NiCE.
- Collaborate with technical teams, vendors, and business users throughout the project lifecycle.
- Conduct gap analysis, process mapping, and workflow documentation.
- Assist in testing, validation, and user acceptance activities.
- Coordinate meetings, track project deliverables, and provide status updates.
- Ensure business requirements are properly translated into functional solutions.
Required Skills:
- Experience working with Contact Center platforms such as Cisco, NiCE, or Genesys.
- Strong Business Analyst experience in contact center or customer service environments.
- Experience with platform migration or transformation projects preferred.
- Strong communication, documentation, and stakeholder management skills.
- Ability to work in a fast-paced project environment.
Preferred Skills:
- Experience with Contact Center operations and call flow processes.
- Knowledge of IVR, routing, workforce management, or omnichannel solutions is a plus.
- Previous experience in migration projects involving Cisco, NiCE, or Genesys platforms preferred.