We are seeking an experienced Contact Center Business Analyst to join our team! The ideal candidate will have a strong understanding of Contact Center operations and will be responsible for capturing detailed business requirements, process mapping, and facilitating the development of solutions that drive efficiency and effectiveness. We welcome your experience and talents to our team! 3+ years of experience as a Business Analyst, preferably in a Contact Center environment. Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements. Excellent verbal and written communication skills, with the ability to communicate complex information clearly and concisely. Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint. Experience with Business Analysis tools is a plus. Familiarity with Agile and/or Waterfall project methodologies. Certification in Business Analysis (e.g., CBAP, PMI-PBA) is an advantage. Some of the exciting work you will encounter: Conduct stakeholder interviews, surveys, and workshops to gather business requirements and understand the objectives of the Contact Center project. Analyze existing Contact Center processes, workflows, and technology infrastructure to identify areas for improvement or streamlining. Collaborate closely with business units, IT teams, and project managers to translate business requirements into functional and technical specifications. Document findings and recommendations in a clear and concise manner, including the use of flowcharts, diagrams, and other visual aids to clarify requirements. Review, analyze, and evaluate business systems and user needs, and recommend appropriate solutions. Work closely with the project team to prioritize requirements, plan implementations, and coordinate testing and rollout of new features or changes. Act as a liaison between the business side and the providers of IT services to ensure effective communication and collaboration. Monitor project progress by tracking activity, resolving problems, and publishing progress reports.