AI-Driven Business Analyst II - Contact Center

Capgemini; México; Remote; MXN 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary & bonuses

Career development & training

Flexible work arrangements (remote/ons

Dynamic and inclusive culture

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Job summary

Capgemini seeks a highly motivated Business Analyst II to bridge business stakeholders and technology teams, supporting AI-driven initiatives within Contact Center and Agent Services. This role focuses on understanding objectives, gathering requirements, and translating needs into scalable tech solutions.

You will map processes, document requirements, and collaborate with IT, engineering, and external vendors to ensure timely delivery and measurable value.

Qualifications

• Bachelor's degree in Business, Information Systems, Technology, or a related field.
• Experience gathering, analyzing, and documenting business requirements.
• Strong understanding of business process analysis and process mapping.
• Experience collaborating with technical teams to deliver technology solutions.
• Excellent stakeholder management and communication skills.
• Strong organizational skills with the ability to manage multiple priorities and timelines.
• Demonstrated ability to understand projects from initial concept through implementation.
• Strong analytical thinking, problem-solving, and attention to detail.

Responsibilities

• Partner with business stakeholders to understand objectives and requirements.
• Gather, analyze, and document functional and business requirements for IT and AI initiatives.
• Map current-state processes and identify improvements and automation opportunities.
• Translate business needs into clear IT requirements for engineering and vendors.
• Conduct impact analyses related to process, system, and operational changes.
• Support AI initiatives through planning, testing, implementation, and adoption.
• Collaborate with Project Managers to track timelines and deliverables.
• Facilitate communication between business and technical teams to ensure project success.
• Monitor outcomes and align solutions with business goals.
• Mentor junior Analysts on project activities when appropriate.

Skills

Data-Driven Decisions

Requirements Gathering

Impact Analysis

Stakeholder Management

Process Improvement

AI/Process Transformation

Insurance Domain Knowledge

Test Planning & UAT

Agile Knowledge

SQL Basics

Education

Bachelor's degree in Business/IS/Tech

Tools

SharePoint

Microsoft Copilot Studio

SQL

Office Suite

Job description

Capgemini seeks a highly motivated Business Analyst II to bridge business stakeholders and technology teams, supporting AI-driven initiatives within Contact Center and Agent Services. This role focuses on understanding objectives, gathering requirements, and translating needs into scalable tech solutions.

You will map processes, document requirements, and collaborate with IT, engineering, and external vendors to ensure timely delivery and measurable value.