Contact Center Business Analyst (Remote)

INFOSYS NOVA HOLDINGS • Seattle, WA

2d • Remote

About The Position

This role involves assisting in conducting targeted interviews and workshops to capture user needs and document stakeholder requirements. The Business Analyst will participate in design discussions to capture software specifications and aid in creating process documentation. They will also develop, refine, and document code for new software applications, execute test plans, analyze outcomes, and report defects. Additionally, the role supports the integration of new software features, monitors and troubleshoots live applications, and documents coding practices, testing methodologies, and technical solutions.

Requirements

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development
• Experience in digital modernization initiatives across Contact Center, Customer Experience (CX), CRM, and CCaaS platforms.
• Business Analysis & Functional Consulting
• Lead discovery workshops, stakeholder interviews, and requirements gathering sessions.
• Elicit, analyze, document, and prioritize business, functional, and non-functional requirements.
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria.
• Translate business needs into solution designs that align with organizational goals.
• Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams.

Nice To Haves

• Support enterprise CCaaS and CRM transformation initiatives.
• Analyze existing customer service workflows and identify opportunities for automation and optimization.
• Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyze outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, hereby enriching team's knowledge repository

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed