Business Analyst

SRMD Ltd.; Frankfurt; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A respected company in the tech industry seeks a Business & Functional Analyst to join their Frankfurt team. In this role, you will gather and document business requirements, develop essential policies and procedures, and support the implementation of innovative CcaaS solutions. Your expertise in cloud technologies and contact center operations will be crucial for translating business needs into actionable capabilities, ensuring the success of various projects.

Aufgaben

• Gather and document business and functional requirements for CcaaS implementations.
• Develop policies, procedures, manuals, and process maps.
• Support UAT planning, execution, and feedback cycles.
• Translate business needs into capabilities (routing, IVR, call flows).
• Collaborate with architects and developers to ensure successful delivery.

Kenntnisse

Cloud CX / Engage

Routing flows

IVR configurations

Contact center operations

Compliance (GDPR/PCI DSS)

API documentation

Reporting tools

CRM integrations

Jobbeschreibung

Job Title: Business & Functional Analyst

Location: Frankfurt, Germany

Languages: German & English (Fluent in both written and spoken)

Responsibilities:

• Gather and document business and functional requirements for CcaaS implementations.
• Develop policies, procedures, manuals, and process maps.
• Support UAT planning, execution, and feedback cycles.
• Translate business needs into capabilities (routing, IVR, call flows).
• Collaborate with architects and developers to ensure successful delivery.

Required Skills:

• Hands-on experience with Cloud CX / Engage.
• Familiarity with routing flows, and IVR configurations.
• Understanding of contact center operations and compliance (GDPR/PCI DSS).
• Experience with API documentation, reporting tools, and CRM integrations.