Business Analyst - CX Technology Implementation

Cognizant; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Cognizant in India is hiring a Business Analyst - CX Technology Implementation on a full-time basis to drive CX technology initiatives including Genesys, Amazon Connect and CRM integrations. You will collaborate with stakeholders to gather requirements, translate them into functional specs, conduct gap analyses, document processes, and support testing and training for end-users.

4–13 years of experience and a Bachelor's degree are expected.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst, preferably in contact center/ CX technology implementation.
• Strong knowledge of contact center/CX platforms such as Genesys, Amazon Connect, etc.
• 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.

Responsibilities

• Collaborate with stakeholders to gather and document business requirements for CX technology solutions (e.g., Genesys, Amazon Connect, CRM).
• Analyze and translate business needs into technical specifications and functional requirements.
• Conduct gap analysis and recommend process improvements to enhance CX operations.
• Work closely with IT and development teams to ensure accurate implementation of requirements.
• Develop and maintain detailed project documentation, including business process flows, use cases, and user stories.
• Facilitate workshops and meetings to elicit requirements and validate solutions with stakeholders.
• Perform data analysis to support decision-making and identify trends in CX performance.
• Assist in the testing and validation of new contact center/CX technologies and features.
• Provide training and support to end-users on new systems and processes.

Job description

Role Overview

• Interview Mode: Virtual Interview
• JobLocation: PAN India
• Years of Experience: 4 to 13 Years
• Notice Period: Immediate to 60 days

Business Analyst /Product Management/Product Owner

Job Title: Business Analyst - CX Technology Implementation

Job Type: Full-Time

Responsibilities

• Collaborate with stakeholders to gather and document business requirements for CX technology solutions (e.g., Genesys, Amazon Connect, CRM).
• Analyze and translate business needs into technical specifications and functional requirements.
• Conduct gap analysis and recommend process improvements to enhance CX operations.
• Work closely with IT and development teams to ensure accurate implementation of requirements.
• Develop and maintain detailed project documentation, including business process flows, use cases, and user stories.
• Facilitate workshops and meetings to elicit requirements and validate solutions with stakeholders.
• Perform data analysis to support decision-making and identify trends in CX performance.
• Assist in the testing and validation of new contact center/CX technologies and features.
• Provide training and support to end-users on new systems and processes.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst, preferably in contact center/ CX technology implementation.
• Strong knowledge of contact center/CX platforms such as Genesys, Amazon Connect, etc.
• 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.