Business Systems Analyst, Workforce Management
About The Position
As a member of the Enterprise Contact Center Program and Product organization, you will play a critical role in a large-scale technology modernization initiative to replatform and build next-generation Workforce Management (WFM) capabilities. You will partner closely with business stakeholders, product owners, and architecture/engineering teams to discover, define, and translate workforce management needs into scalable, modern system designs. This role bridges business intent and technical execution, ensuring that future-state WFM platforms support forecasting, scheduling, and real-time management capabilities across voice and digital channels. You will take a structured, data-driven approach to discovery, requirements definition, and solution design, ensuring alignment with enterprise architecture and long-term platform strategy while delivering measurable business outcomes.
Requirements
- 5 plus years in business/systems analysis.
- Experience in technology transformation initiatives.
- Strong requirements elicitation skills.
- Knowledge of WFM concepts and metrics.
- Understanding of APIs, integrations, and architectures.
- Ability to bridge business and technical teams.
- Strong communication and analytical skills.
Responsibilities
- Partner with business leaders to document current-state processes and define future-state capabilities.
- Lead requirements gathering workshops and stakeholder interviews.
- Translate needs into user stories, use cases and acceptance criteria.
- Decompose WFM functions into scalable system components.
- Collaborate with architects on data models and integrations.
- Define system interactions across WFM, ACD, CRM, and analytics.
- Create process flows, diagrams, and data mappings.
- Define non-functional requirements like scalability and performance.
- Support vendor evaluations and fit-gap analysis.
- Partner with engineering during build and testing phases.
- Ensure traceability from requirements to implementation.
- Maintain documentation such as product and requirement documents.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
