Business Analyst, Call Center Technology: UCM App Team

Eliassen Group; Charlotte (NC); Hybrid; USD 76,000 - 81,000; Full time

Job summary

Eliassen Group in Charlotte, NC seeks a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application for call center operations.

The role collects business requirements, performs JSON configuration, writes SQL to inform prioritization, and conducts testing from unit to UAT. Hybrid 4/1 in Charlotte, with a W2 benefits package and career growth opportunities.

Qualifications

• 2+ years of hands-on configuration experience for business applications.
• Proficiency writing and executing SQL.
• Experience authoring BRDs and technical specification documents.
• Experience planning and executing UAT with test scripts.

Responsibilities

• Gather, write, and secure approval of BRDs for UCM enhancements.
• Perform hands-on configuration of the UCM tool using JSON without developer handoff.
• Write and execute SQL queries to quantify impact and support prioritization.
• Create test scripts, perform unit and UAT testing, and validate outcomes.
• Deploy approved configurations and monitor production post-release.
• Collaborate with stakeholders to refine scope, acceptance criteria, and timelines.
• Translate high-level business needs into technical specifications and documentation.
• Manage JIRA tickets with clear traceability from request to release.

Skills

SQL

BRD writing

UAT testing

Stakeholder communication

Education

Bachelor's degree

Tools

JIRA

Salesforce

Job description

Description

Hybrid 4/1 in Charlotte, NC

Our client is seeking a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application that enables call center operations. The role will collect and author business requirements, perform hands-on configuration using JSON, write and execute SQL to inform prioritization and validation, conduct unit and user acceptance testing, and deploy and monitor changes. The ideal candidate will manage end-to-end enhancements without handing off configuration to a development team, communicate clearly with stakeholders, and operate proactively in a fast-paced backlog environment.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $55.00 to $59.00/hr. w2

Responsibilities

• Gather, write, and secure approval of business requirements and BRDs for UCM enhancements.
• Perform hands-on configuration of the UCM tool using JSON without developer handoff.
• Write and execute SQL queries to quantify impact, validate requirements, and support prioritization.
• Create test scripts, perform unit and UAT testing, and validate outcomes.
• Deploy approved configurations and monitor production for two weeks post-release.
• Collaborate with stakeholders to refine scope, acceptance criteria, and delivery timelines.
• Translate high-level business needs into technical specifications and documentation.
• Manage JIRA tickets and maintain clear traceability from request through release.

Experience Requirements

• 2+ years of hands-on configuration experience for business applications, including JSON-based configuration.
• Proficiency writing and executing SQL to answer defined business questions and support BRD development.
• Demonstrated ability to author BRDs and technical specification documents.
• Experience planning and executing UAT, including test script creation.
• Strong written and verbal communication with stakeholder-facing leadership on calls.
• Experience with JIRA or similar ticketing systems preferred.
• Salesforce configuration experience considered transferable.

Education Requirements

• Bachelor's degree in business, information management systems, or a related field.