Job Description
We are seeking an experienced Contact Center Business Analyst (Senior BA) / Contact Center Discovery Consultant to support a large-scale contact center transformation initiative.
The primary responsibility of this role is to lead discovery activities and document the current-state contact center environment, including customer journeys, agent workflows, IVR structures, routing models, telephony configuration, operational processes, applications, integrations, and supporting business requirements for a Health Care & Life Sciences company.
This role will work closely with business stakeholders, operations leaders, supervisors, agents, and technical SMEs to gather and document information required for a future-state transformation effort.
The role is not responsible for solution architecture, platform design, software development, or implementation activities.
The ideal candidate brings strong facilitation, discovery, and documentation skills, along with practical contact center operations experience.
They excel at gathering and validating information, uncovering operational dependencies, and producing clear discovery artifacts that enable architects and delivery teams to design and implement future-state solutions.
Required Qualifications
- 5+ years of Business Analysis, Consulting, or Discovery experience.
- 3+ years supporting contact center operations or contact center transformation initiatives.
- Experience leading stakeholder interviews and requirements workshops.
- Strong process mapping and documentation skills.
- Experience in creating business requirements and operational documentation.
- Excellent written and verbal communication skills.
- Strong organizational and facilitation skills.
- Ability to work independently while managing multiple stakeholders.
Preferred Experience
Experience with one or more contact center platforms is preferred:
Amazon Connect
Genesys
NICE CXone
Five9
Cisco Contact Center
Avaya
Talkdesk
Healthcare payer contact center experience is highly desirable.