Business Analyst

Are you passionate about bridging the gap between business needs and technology solutions? We're looking for a Business Systems Analyst who thrives on solving complex business challenges, improving customer experiences, and driving operational efficiency through technology.

In this role, you'll collaborate with cross-functional teams, analyze business processes and data, gather requirements, and support the implementation and optimization of critical systems. You'll play a key role in transforming customer experience platforms and enhancing digital service capabilities.

• What You'll Do
• Gather, analyze, and document business and system requirements for new initiatives and enhancements.
• Partner with stakeholders across IT, Operations, Product, and Business teams to identify opportunities for process and system improvements.
• Analyze data to uncover insights, improve data quality, and support strategic decision-making.
• Create business process flows, functional documentation, reports, user stories, and system requirements.
• Support system integrations and ensure seamless interactions across multiple platforms.
• Troubleshoot issues, support defect resolution, and contribute to operational excellence.
• Drive backlog refinement, prioritization activities, and requirements management in Agile environments.

• Key Focus Areas
• Customer Experience Platforms (Google CES / CEP)
• AI-Powered Contact Center Transformation
• Omnichannel Customer Journeys
• Intent Recognition & Intelligent Routing
• Virtual Agents, Self-Service, and Digital Channels
• Chat, Mobile, SMS, Email, and Agent Experience Optimization

• What We're Looking For
• Strong business analysis and requirements gathering capabilities
• Data analysis and problem-solving expertise
• Systems thinking with an understanding of integrations, data flows, and operational processes
• Excellent stakeholder management and facilitation skills
• Ability to translate business needs into technology solutions
• Experience creating Jira Epics, Features, User Stories, and Backlog Prioritization
• Process improvement and operational efficiency mindset
• Strong documentation and communication skills
• Interest in AI, automation, and customer experience technologies

• Preferred Experience
• Bachelor's degree in Business, Information Systems, Technology, or a related field
• 2-4 years of experience as a Business Analyst, Business Systems Analyst, or similar role
• Experience supporting customer experience, digital transformation, contact center, telecoms, or enterprise technology initiatives is a plus