Communications Business Analyst- III

Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the world’s most complex problems. We’re committed to breaking down the barriers that prevent people from using bicycles more often—for transportation, recreation, and inspiration.

Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride.

Position Summary

Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership.

You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows.

Key Responsibilities

• Serve as the primary administrator for our CCaaS platform (8x8).
• Collaborate with vendors and internal stakeholders to enhance contact center capabilities.
• Gather and document business requirements into functional and technical specs.
• Guide solutions through the full software development lifecycle in an Agile environment.
• Manage and configure call flows and IVRs.
• Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy.
• Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning.
• Support global teams on outcome-focused projects and collaborate across departments.
• Support infrastructure in managing gateways for our global Retail and Customer Care locations
• Drive testing, release management, and sprint planning activities.
• Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly.
• Create flowcharts, storyboards, and visuals to enhance system/user interface understanding.
• Maintain high standards of customer service, quality, and responsiveness.
• Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR).

Required Qualifications

• Bachelor's degree in an IT-related discipline or equivalent experience.
• 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments.
• Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud).
• Excellent verbal and written communication skills; confident facilitator and interviewer.
• Expert notetaking and documentation skills.
• Experience managing vendor relationships and driving performance.
• Familiarity with Agile methodologies, sprint planning, and stand-up facilitation.
• Ability to manage multiple concurrent projects in a fast-paced environment.
• Working knowledge of testing and release practices.
• Experience in integrations with CRM and digital channels.
• Strong interest in AI, analytics, and reporting tools (Excel, Power BI).

Nice-to-Haves

• Understanding the configuration of Sip Trunks and Gateways
• Experience with Dynamics CRM integrations.
• Exposure to expense management, procurement systems, or reporting platforms.
• Familiarity with GDPR and other privacy laws.
• Passion for learning new technologies and improving business processes.