Call Center Business Analyst

Lorven Technologies Inc.; Town of Islip (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a skilled Business Analyst to lead the migration of legacy call center applications to a modern SaaS/cloud solution. This role requires a dynamic individual with extensive experience in vendor integration and call center applications, capable of managing projects from inception to completion. You will work closely with stakeholders to gather requirements, document processes, and ensure successful implementation. If you thrive in a fast-paced environment and possess strong analytical and communication skills, this opportunity is perfect for you to make a significant impact in the IT services industry.

Qualifications

• 5+ years of experience in vendor integration and SaaS implementations.
• Expertise in preparing Business Requirements Documents and conducting gap analysis.

Responsibilities

• Lead migration from legacy call center applications to SaaS/cloud solutions.
• Define and document requirements, user stories, and manage traceability.

Skills

Vendor integration

SaaS implementations

Call Center applications

Business Requirements Documents

Analytical skills

Problem-solving skills

Communication skills

Flexibility to adapt

Education

Bachelor's degree or equivalent experience

BA Certifications or PMP

Tools

JIRA

MS Project

Excel

Visio

Word

Job description

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Team Lead @ Lorven Technologies Inc | Screening, Recruiting, Technical Recruiting

Job Title: Business Analyst – Call Center (Only on our W2)

Location: Long Island, NY – Remote

Mandatory:

• Migrating from a legacy call center application to a SaaS/cloud solution as a Business Analyst & Legacy to SaaS/Cloud Migration experience. The ideal candidate is an experienced Business Analyst with experience implementing cloud-based Call Center applications.
• This Business Analyst should have 4+ years of working with 3rd party vendors and can effectively gather requirements, document designs, workflows and conduct testing on integration projects.
• They are skilled in managing initiatives from start to finish, interfacing with vendors and internal SMEs, and ensuring ongoing program success.
• They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements.
• Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance.

Job Responsibilities:

• Primary: Migrating from a legacy call center application to a SaaS/cloud solution as a Business Analyst.
• Work with business and solution delivery owners to define and document requirements for the assigned products and services, as well as write user stories, acceptance criteria, feature description decks, process flows, manage traceability, and UAT.
• Maintain a solid knowledge base of the functional and system capabilities of the various areas and products within the assigned product portfolio.
• Use applicable requirement methodology to analyze, define, and document requirements and manage traceability.
• You will work with stakeholders and product teams to drive consensus on scope, design, and implementation decisions.
• Provide analysis and impact to user and business for changes to current functionalities and applies problem-solving skills to meet business needs.
• Develop and integrate requirement management into the delivery approach and schedule; you will also be responsible for product quality, project timeliness, and customer satisfaction.
• Participate in the presentation of information to customers and internal business and or IT teams.
• Create business/product / third-party vendor specifications for product integration and implementation.

Essential Qualifications & Skills:

• 5+ years of experience with a focus on vendor integration and SaaS implementations.
• 2+ years of experience with Call Centers and Call Center applications.
• Expertise and experience in preparing High-Level requirements, Use Cases, and Business Requirements Documents, Functional specifications, Test strategy & cases, and Traceability matrix.
• Proven ability to map business processes and workflows, conduct gap analysis, and document requirements, ensuring requirements are developed and tested.
• Excellent verbal/written communication skills; comfortable leading business and technology teams within the organization to translate business issues & requirements into technical solutions.
• Strong analytical and problem-solving skills; Ability to analyze problems and resolve issues through resolution quickly and methodically.
• Proficient with Word, Excel, and PowerPoint, Visio.
• Knowledge of BA/ MS project Tools, JIRA, MS Project, Excel, Visio.
• Self-motivated and detail-oriented.
• Flexibility to adapt to change and willingness to learn and develop new skill sets as applicable.
• Bachelor's degree or equivalent experience. BA Certifications and or PMP a plus.
• Genesys Cloud Call Center experience is highly preferred.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Customer Service

Industries

IT Services and IT Consulting