Business Systems Analyst - Contact Center Technologies

E-team Workforce Private Corporation; Taguig; Hybrid; PHP 600,000 - 900,000; Part time

Job summary

E-team Workforce Private Corporation is seeking a Business/Process Analyst - Business Implementation Analyst to support service center transformation initiatives. This role focuses on documenting requirements, testing, and implementing changes across customer service technologies and processes.

You will manage UAT, develop test scripts, maintain process documentation, and coordinate communications and training for new AI-enabled workflows in a hybrid setup.

Qualifications

• 3–5 years of experience in IVR script maintenance and updates.
• Experience with UAT, requirements validation, documentation and change management.
• Experience in service center/contact center technologies (Genesys, NICE, IVR platforms).
• Strong documentation and writing skills for BRDs, specs and test artifacts.

Responsibilities

• Develop and maintain business requirements, functional specs and process documentation.
• Support IVR script updates, AI agent flows, self-service portal improvements and process improvements.
• Coordinate and execute User Acceptance Testing (UAT).
• Create test scenarios, scripts, expected results, defect logs and retest records.
• Validate that system enhancements meet business objectives and requirements.
• Develop rollout plans and workflow guides for new processes including AI-enabled ones.
• Provide project support throughout implementation and change initiatives.
• Create stakeholder communications, training materials, user guides and FAQs related to updates.

Skills

UAT testing

Requirements validation

Documentation

Change management

Project support

Multitasking

Tools

Genesys

NICE

IVR platforms

Job description

Business/Process Analyst - Business Implementation Analyst (Testing, Communications & Documentation)

Hybrid (4x/month onsite)
US Shift
Contract Role
PH Holidays Observed

We are looking for a Business/Process Analyst - Business Implementation Analyst to support service center transformation initiatives. This role is ideal for professionals who can quickly adapt, work independently with minimal supervision, and drive documentation, testing, and implementation activities across customer service technologies and processes.

Key Responsibilities

• Develop and maintain business requirements, functional specifications, and process documentation.

• Support IVR script updates, AI agent conversation flows, self-service portal enhancements, and process improvement initiatives.

• Coordinate and execute User Acceptance Testing (UAT) activities.

• Create comprehensive test scenarios, test scripts, expected results, defect logs, and retest documentation.

• Validate that system enhancements meet business objectives and requirements.

• Develop rollout plans, process documentation, and workflow guides for new and AI-enabled processes.

• Provide project support throughout implementation and change initiatives.

• Create stakeholder communications, training materials, user guides, and FAQs related to process and technology updates.

Qualifications

• 3-5 years of experience in:

  • IVR script maintenance and updates

  • User Acceptance Testing (UAT)

  • Requirements validation

  • Documentation and change management

  • Project support and implementation activities

• Experience with service center/contact center technologies, particularly:

  • Genesys

  • NICE

  • IVR platforms

• Strong documentation and writing skills for business requirements, specifications, test scripts, and process documentation.

• Ability to manage multiple priorities and quickly shift between tasks.

• Strong attention to detail and organizational skills.

• Excellent critical thinking, analytical, and problem-solving abilities.

• Ability to work independently with minimal training or ramp-up time.

Background

• Contact Center Operations

• Customer Service Transformation Projects

• IVR and Self-Service Technologies

• AI-assisted Customer Experience Solutions

• Business Process Improvement and Change Management