Business Analyst

We are seeking a visionary Business Analyst to play a crucial role in driving our digital transformation initiatives and enhancing customer experiences. In this position, you will lead business analysis efforts for complex, cross-functional, and mission-critical projects. Collaborating closely with Product Owners, business stakeholders, and IT & Telephony teams, you will capture evolving business needs, model current and future state processes, and define clear, high-quality user stories and technical requirements. Your main objective will be to support agile scrum teams by delivering well-defined work that reduces contact center handle times, improves call routing, deflects call volume, and ultimately increases revenue and conversion rates.

Key Responsibilities

Process Audit & Optimization: Conduct comprehensive end-to-end analysis of key business processes to identify automation opportunities that improve system reliability, increase efficiency, and generate direct cost savings.

Requirements & Story Mapping: Work closely with business subject matter experts and Product Owners to scope requirements, write detailed user stories, define acceptance criteria, and refine product backlogs for program increment (PI) and sprint planning.

Conversational AI & Telephony Integration: Utilize your knowledge of Google Dialogflow, conversational flows, and call analytics to enhance requirements for voicebots, chatbots, and contact center deflection strategies.

Testing & Quality Assurance: Design and execute user acceptance testing (UAT) scenarios, including use cases, flowcharts, and user journeys, in partnership with technical and business teams to ensure timely and high-quality solution delivery.

Stakeholder Management & Mentorship: Serve as a liaison between business units, software developers, and application support teams. Provide guidance and mentorship to junior analysts to foster team growth and capability.

Risk & Change Management: Proactively identify potential delivery blockers, mitigate risks, and ensure that solutions align with commercial objectives and operational constraints.

Required Qualifications

Education: Bachelor’s degree in a technology-related field or equivalent practical experience.

Experience: Between 1 to 4 years of proven experience as a Business Systems Analyst or Automation Analyst, working across the software development lifecycle (SDLC) on digital transformation and automation projects.

Agile & SDLC Methodologies: Strong hands-on experience with Agile/Scrum, SAFe, or XP frameworks, demonstrating a consistent track record of delivering projects on time and within budget.

Tooling Proficiency: Expertise in requirements management, process mapping, and project management tools such as Jira, Lucidchart, Visio, MS Project, BI platforms, or similar software.

Domain Exposure: Solid background in business process modeling (BPM), use case creation, return on investment (ROI) analysis, and user acceptance testing (UAT) execution.

Preferred Qualifications and Benefits

Automation & AI Platforms: Experience or familiarity with automation and AI tools including Google Dialogflow, OpenAI/ChatGPT, UiPath, AWS services (Lambda, Bedrock, S3), Power Automate, Blue Prism, or Sierra.

Data & Analytics: Practical experience with SQL for business data analysis and familiarity with call analytics tools to support data-driven decision-making.

Certifications: Industry-recognized certifications such as CCBA (Certification of Capability in Business Analysis) or equivalent are highly desirable.

This role offers the opportunity to contribute significantly to transformative projects that enhance customer engagement and operational efficiency. If you are passionate about leveraging technology to solve complex business challenges and thrive in an agile environment, we encourage you to apply.