A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

Position Title: Senior Business Analyst – Unified Communications and Contact Center

Department: IT / Customer Experience

Location: India

Company: Trek Bicycle Corporation

Overview

We’re seeking a dynamic and innovative Business Analyst to shape the future of our unified communications and contact center experience. You’ll be the critical link between our IT infrastructure, global customer care teams, vendor communication, and business leadership—driving data-informed decisions, streamlining operations, and delivering measurable results.

Key Responsibilities

• Collaborate with global stakeholders to identify business challenges and transform them into technical requirements.
• Gather and document business and technical requirements.
• Develop detailed project plans with deliverables and timelines.
• Lead agile ceremonies including sprint planning, stand-ups, and retrospectives.
• Oversee the full software development lifecycle for unified communications and contact center tools and workflows.
• Create storyboards, process flows, and visuals to improve system understanding.
• Mentor junior team members on analysis, architecture, and documentation.
• Drive testing, release coordination, and post-deployment evaluations.
• Use JIRA, Confluence, Excel, and Power BI to track and communicate project status.
• Support projects with a focus on measurable business outcomes.
• Monitor unified communications and contact center KPIs, analytics, and recommend enhancements.
• Lead requirement gathering on AI/LLM projects
• Stay informed and willing to change fast with customer experience tech, and privacy laws (GDPR, etc.).

Qualifications

• Bachelor's degree in IT or related field, or equivalent experience.
• 5+ years in business/system analysis with exposure to unified communications and contact center or XCaaS environments.
• Excellent facilitation, verbal/written communication, and documentation skills.
• Experience working with Agile methodologies and managing multiple priorities.
• Strong understanding of CRM integrations and digital communication channels.
• Hands-on with analytics tools (Excel, Power BI).
• Passion for process improvement and learning emerging technologies.

Nice-to-Haves

• Knowledge of Dynamics CRM, procurement systems, or expense management.
• Familiarity with GDPR and other data privacy regulations.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!