Customer Experience Business Analyst

VOLT•FOUNTAIN VLY, CA

About The Position

Volt is hiring a Customer Experience Business Analyst in Fountain Valley, California, for a full-time, 12-month contract opportunity. The analyst works with client business units—including Customer Satisfaction and Aftersales Parts Ordering support—and vendor partners to understand business needs and develop suitable application solutions. The role involves guiding project scope and objectives, coordinating business and technical stakeholders across the project lifecycle, and reviewing vendor proposals, estimates, designs, requirements responses, delivery plans, and deliverables for alignment with approved requirements. The position also supports business-case and funding activities, including documenting requirements, developing ROI, obtaining cost assessments and business approvals, preparing funding requests for IT Steering Committee approval, and coordinating with procurement to finalize statements of work. The analyst documents Customer Care requirements across contact center systems and processes, and supports investigation and resolution of system issues by documenting impact, reproducing behavior, gathering evidence, coordinating with technical teams, tracking corrective actions, validating fixes, and communicating status. The offered pay rate is $42.00–$45.00 per hour. Benefits are available based on eligibility and include health, dental, vision, term life, short-term disability, AD&D, 401(k), sick time, other paid leaves as required by law, and an Employee Assistance Program.

Requirements

At least five years of experience working with customer systems, including customer feedback, contact center, customer service, parts ordering, and technical support systems.
Salesforce Service Cloud, Automotive Cloud, or comparable CRM experience.
SQL and data-analysis experience.
Automotive or connected-services experience.
Knowledge-management platform experience.
Agile, Scrum, or hybrid delivery experience.
Understanding of IT organizations, their purpose, and the software development life cycle.
UAT and defect-management experience.
Experience coordinating business, IT, and vendor stakeholders.

Nice To Haves

At least five years of project management, program management, or vendor/supplier management experience is desired.
Automotive experience preferred.
Five9 or comparable CCaaS platform experience.

Responsibilities

Engage with client business units to understand needs and collaboratively identify and scope solutions.
Work with clients and vendor partners to develop applications that meet business-unit needs.
Lead the definition of project scope and objectives, involving relevant stakeholders and ensuring technical feasibility.
Coordinate closely with business stakeholders and technical teams throughout the project lifecycle.
Review vendor proposals, estimates, solution designs, requirements responses, delivery plans, and deliverables for alignment with approved business requirements.
Track vendor dependencies, risks, decisions, commitments, and unresolved items through completion.
Document business requirements, develop business ROI, obtain cost assessments and business approvals, prepare project funding requests for IT Steering Committee approval, and coordinate with procurement to finalize SOWs and secure funding.
Analyze and document Customer Care requirements involving contact routing, IVR/IVA, telephony, agent desktop capabilities, call disposition, transfers, callbacks, messaging, authentication, workforce processes, quality management, reporting, and customer self-service.
Support investigation and resolution of Customer Care system issues by documenting business impact, reproducing reported behavior, gathering examples and evidence, coordinating with internal and vendor technical teams, tracking corrective actions, validating fixes, and communicating status to affected stakeholders.