CCaaS Business Analyst

We are seeking a detail-oriented and experienced IVR Business Analyst to join our team. The ideal candidate will have a strong background in Interactive Voice Response (IVR) systems and a proven track record of analyzing and improving IVR processes. Experience with CTI, call flow, call recording and Call routing is a must. As an Contact center Business Analyst, you will be responsible for understanding business requirements, designing IVR solutions, and ensuring the successful implementation and optimization of IVR systems.

• Gather and analyze business requirements related to IVR systems.
• Design and document IVR solutions that meet business needs and enhance customer experience.
• Collaborate with stakeholders to define project scope and objectives.
• Prepare comprehensive Business Requirements Documents (BRD) that clearly outline the business needs, objectives, and scope of the project.
• Develop detailed Functional Specification Documents (FSD) that translate business requirements into technical specifications and functionalities.
• Ensure that both BRD and FSD are reviewed and approved by all relevant stakeholders, including business owners, project managers, and technical teams.
• Maintain version control of BRD and FSD to track changes and updates throughout the project lifecycle.
• Facilitate workshops and meetings with stakeholders to gather requirements and validate the content of BRD and FSD.
• Provide clear and concise documentation that can be easily understood by both technical and non-technical stakeholders.
• Develop and maintain project plans, timelines, and deliverables.
• Conduct data analysis to support decision-making and performance measurement.
• Ensure compliance with industry standards and best practices.
• Provide training and support to end-users on new IVR systems and processes.
• Monitor and report on project progress, risks, and issues.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst with a focus on CCaaS.
• Strong knowledge of IVR technologies and platforms.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in project management tools and methodologies.
• Experience with data analysis and reporting tools.

Preferred Skills:
• Familiarity with NICE CXOne and related certifications.
• Knowledge of customer experience best practices.
• Experience in training and supporting end-users.
• Strong organizational and time management skills.

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.