Contact Center Business Analyst (Remote)

Kaleidoscope Innovation; Seattle (WA); On-site; USD 90,000 - 140,000; Full time

Job summary

Kaleidoscope is seeking a Business Analyst to assist in capturing user needs, documenting stakeholder requirements, and shaping software specifications. The role involves influencing design discussions, documenting processes, and supporting integration of new features across the SDLC.

Ideal candidates will lead workshops, elicit and document requirements, and translate business needs into actionable designs that align with organizational goals.

Qualifications

• Experience in digital modernization initiatives across Contact Center, Customer Experience (CX), CRM, and CCaaS platforms.
• Lead discovery workshops, stakeholder interviews, and requirements gathering sessions.
• Elicit, analyze, document, and prioritize business, functional, and non-functional requirements.
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria.
• Translate business needs into solution designs that align with organizational goals.
• Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements.
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyze outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, hereby enriching team's knowledge repository

Skills

CX modernization

Discovery workshops

Requirements analysis

BRD/FRD creation

Solution design translation

Stakeholder alignment

Job description

* Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyze outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, hereby enriching team's knowledge repository

Your Contribution To The Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalated.
• Commitment to continuous learning, knowledge sharing, and fostering team development

Required Skills

• Experience in digital modernization initiatives acrossContact Center, Customer Experience (CX), CRM, and CCaaS platforms.
• Business Analysis & Functional Consulting Lead discovery workshops, stakeholder interviews, and requirements gathering sessions.
• Elicit, analyze, document, and prioritize business, functional, and non-functional requirements.
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria.
• Translate business needs into solution designs that align with organizational goals.
• Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams.

Preferred Skills

• Contact Center & Customer Experience Transformation Support enterprise CCaaS and CRM transformation initiatives.
• Analyze existing customer service workflows and identify opportunities for automation and optimization.
• Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements.

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.