Business Analyst (CCaaS)

The Business Analyst will play a pivotal role in supporting the implementation of the CCaaS (Contact Center as a Service) platform. This position is responsible for gathering and analyzing requirements, bridging the gap between business needs and technical solutions, and ensuring the CCaaS solution meets organizational objectives. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication.  

What You’ll Do 

• Collaborate with customer business & internal stake holders (customer team, Sales, Pre-sales, Platform architects, Engagement managers, etc.) to gather and document detailed business requirements for Sprinklr solutions.  

• Conduct comprehensive analysis to translate business needs into clear and actionable use cases & technical specifications.  

• Collaborate with design team (PA & SC) to Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels.  

• Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform.  

• Work closely with internal and customer stakeholders ensuring seamless communication and mutual understanding of goals.  

• Assist in creating the UAT test cases aligning to business requirements, and deployment activities to ensure successful project outcomes.  

• Participate in workshops, meetings, and discussions to drive consensus on requirements and priorities.  

• Engage with stakeholders across various levels to ensure alignment and buy-in for proposed solutions.  

• Stay updated on CCaaS trends and technologies to provide innovative recommendations.  

• Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction.  

• Work closely with design team (Platform Architects& solution consultants) to translate business requirements into actionable use cases and technical specifications.  

• Collaborate on designing scalable solutions that align with organizational objectives and industry best practices.  

Certifications:  

• Business Analysis certifications (e.g., CBAP, CCBA) are a plus.  

• Familiarity with customer journey mapping and experience design principles.  

• Understand the Agile methodologies  

What Makes You Qualified?  

• Must have 3+ years experience

• Strong analytical and problem-solving skills.  

• Excellent communication skills, both written and verbal.  

• Ability to break down complex systems and processes into actionable insights.  

• Passion for improving customer experience and driving operational excellence.  

• Self-motivated, organized, and capable of managing multiple priorities.  

• A team player with the ability to thrive in a collaborative and fast-paced environment.  

• Professional fluency in English is mandatory.  

• Experience working across time zones and supporting global teams.  

Key Attributes:  

• Highly detail-oriented with a commitment to delivering exceptional quality in outputs.  

• Flexible and capable of managing multiple priorities effectively in a fast-paced and evolving environment.  

• A collaborative team player with excellent problem-solving skills and a proactive mindset.  

• Self-motivated and capable of excelling in an individual contributor role while maintaining accountability and initiative.  

Technical Skills  

• Candidates should have experience in at least one of the following areas:  

• Familiarity with CCaaS platforms & industry wide trends & best practices   

• Proficiency in tools like Visio, Lucidchart, or similar for process  

• Familiarity with voice and non-voice contact center applications.  

• Proficiency in Voice-over-IP (VoIP) protocols such as TCP/IP, SIP, RTP, and WebRTC.  

• Knowledge of CTI (Computer Telephony Integration) or voice recording products.  

• Understanding of CPaaS platforms, cloud technologies, and contact center integrations, including tools like MS Teams or Wireshark.  

• Experience with Salesforce Service Cloud or similar CRM platforms for case management and process improvement.  

• Exposure to telecommunications concepts, including SBCs, DID, ACD, and IVR workflows.  

• Experience with tools for process modeling and business process reengineering.