Lead Business Analyst, CCaaS

Job Description

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.

Core Responsibilities

• Collaborate with customer business & internal stakeholders (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 the 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 the 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?

• Bilingual in Korean and English
• 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 Korean and 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 modelling and business process reengineering.

You Know You’re Successful When:

• Business stakeholders recognize the improved efficiency and quality of the implemented solution.
• You effectively bridge the gap between business and technical teams, ensuring seamless communication and collaboration.
• You identify and implement optimizations that deliver measurable improvements in contact center operations.

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.

Welcome

We’re excited that you’re interested in joining Sprinklr!

Please check back frequently to follow up on the progress of your application and continue to update your contact information as appropriate.

About Us

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values.

Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal employment opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

See Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice.

Sprinklr is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you have a disability or special need that requires accommodations, please let us know by filling out this form.