Ring Central Business Analyst (Remote)

Role Summary

We are looking for an experienced RingCentral Business Analyst with strong knowledge of RingCentral Contact Center contact center operations and practical hands on use of Generative AI GenAI.

You’ll work with business stakeholders contact center managers agents Ring Central technical teams and solution architects You'll gather requirements analyse processes define RingCentral solutions support testing and help each release go live successfully You should use GenAI tools to speed up and improve BA deliverables You should also be able to find and define AI use cases within the contact center.

Key Responsibilities

• Business Requirements Analysis
• Work with stakeholders contact center managers supervisors and agents to gather and analyse business and operational requirements
• Run requirement workshops and stakeholder interviews
• Turn business needs into functional and nonfunctional requirements user stories acceptance criteria use cases and process flows
• Track each requirement through design configuration testing and golive
• Balance longterm strategic goals with shortterm operational needs
• RingCentral Contact Center
• Define requirements for
• IVR and call flows
• ACD
• Call queues
• Skillsbased routing
• Agent and supervisor workflows
• Businesshours afterhours and holiday routing
• Call recording
• Transfers
• Agent presence
• Reporting analytics and dashboards
• Review current RingCentral configurations and recommend improvements
• Work with RingCentral technical and architecture teams to turn approved requirements into platform configuration
• GenAI Enablement
• Use GenAI tools such as Microsoft Copilot or ChatGPT in daily BA work including
• Drafting requirements user stories and acceptance criteria
• Summarising workshops
• Creating process documentation
• Producing UAT test scenarios
• Analysing stakeholder inputs
• Find and define AI use cases in the contact center such as
• Call and interaction summarisation
• Sentiment analysis
• Conversation intelligence
• AIassisted agent guidance
• Intelligent routing
• Virtual agents and selfservice
• Gather requirements and acceptance criteria for RingCentral AI capabilities and work out their impact on agent workflows reporting and customer experience
• Write effective prompts and check all GenAI outputs for accuracy completeness and business relevance before sharing them
• Follow organisational guidelines on responsible AI use data privacy and handling confidential or customer data
• Process Analysis Optimisation
• Document ASIS and TOBE contactcenter processes
• Simplify and optimise call flows queues routing logic agent processes and customer journeys including through AIdriven automation
• Assess the business impact of proposed RingCentral changes
• Testing Implementation
• Write business scenarios and test cases from approved requirements
• Coordinate User Acceptance Testing UAT track issues to closure and obtain business signoff
• Support golive readiness postimplementation support and hypercare
• Change Impact Management
• Analyse the impact of change requests on
• Processes
• Call flows
• Routing
• Queues
• Agent workflows
• Reporting
• RingCentral configuration
• Document approved changes and follow the defined changemanagement processes
• Stakeholder Management
• Act as the main link between business stakeholders and RingCentral technical teams
• Run workshops solution walkthroughs demos and UAT sessions
• Present delivered features to business stakeholders
• Work effectively with global teams across different time zones

Required Qualifications

• Bachelors degree in Computer Science IT Business Information Systems or a related field
• 5 years of Business Analyst experience preferably in contactcenter or telecommunications environments
• Handson BA experience with RingCentral Contact Center mandatory
• Experience on RingCentral implementation migration or enhancement projects

Strong understanding of

• IVR
• ACD
• Call routing
• Queues
• Skillsbased routing
• Agent and supervisor workflows
• Call recording
• Contactcenter reporting
• Practical experience using GenAI tools for business analysis and documentation mandatory
• Understanding of prompt writing the limits of GenAI such as inaccurate or madeup outputs and responsibleAI practices
• Strong experience writing user stories acceptance criteria use cases and process flows
• Experience coordinating UAT and obtaining business signoff
• Experience working in Agile delivery environments
• Excellent analytical communication facilitation and stakeholdermanagement skills
• A customerfirst mindset

Preferred Experience

• Experience defining or implementing AI features in contact centers such as conversation intelligence AI summaries virtual agents or AIassisted routing
• Experience with customer journey mapping
• Knowledge of contactcenter KPIs AHT FCR ASA Service Level Abandonment Rate Occupancy Utilization and CSAT

Mandatory Skills

• Design Thinking And Ideation Workshops