Remote CX & Contact Center Transformation Analyst

Kaleidoscope Innovation, Inc.; Seattle, Northern (WA, KY); Hybrid; USD 90,000 - 100,000; Full time

Job summary

Kaleidoscope Innovation, Inc. is seeking a Contact Center Business Analyst to support digital modernization efforts from Seattle, with remote options. You will gather stakeholder requirements, design discussions, and help document software specifications.

You will write BRDs/FRDs, develop user stories, create process flows, and help test and troubleshoot new features while ensuring smooth integration into the existing system. Strong communication and SDLC understanding are required.

Qualifications

• Experience in digital modernization across CC, 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 BRDs, FRDs, 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

Digital modernization

Discovery workshops

Requirements elicitation

BRD/FRD writing

Solution design

Stakeholder alignment

Job description

Kaleidoscope Innovation, Inc. is seeking a Contact Center Business Analyst to support digital modernization efforts from Seattle, with remote options. You will gather stakeholder requirements, design discussions, and help document software specifications.

You will write BRDs/FRDs, develop user stories, create process flows, and help test and troubleshoot new features while ensuring smooth integration into the existing system. Strong communication and SDLC understanding are required.