Enterprise Omnichannel Business Analyst

Great Day Improvements: A Family of Brands•Walton Hills, OH

1d•Hybrid

About The Position

As the Enterprise Omnichannel Business Analyst, you will serve as the senior functional and technical lead for our enterprise contact center ecosystem built on RingCentral InContact, supporting 300+ agents across multiple brands.This role blends advanced business analysis with hands-on platform configuration and Tier 2/3 production support. The position is accountable for ensuring omnichannel operations, including voice, chat, SMS, and email, remain stable, optimized, and fully aligned with CRM, iPaaS, and back-office enterprise systems. The Enterprise Omnichannel Business Analyst partners closely with Call Center Leadership, Integration Architects, Brand Leaders, and Enterprise Applications to ensure the platform performs reliably today while evolving strategically for tomorrow. Location: Walton Hills, OH (Hybrid)

Requirements

Bachelor’s degree in Information Technology, Business, or related field, or equivalent professional experience.
6–10+ years of experience supporting enterprise contact center platforms, CRM systems, or enterprise business analysis roles.
Hands-on experience configuring and supporting RingCentral InContact or comparable enterprise CCaaS platforms.
Demonstrated Tier 2/3 production support experience in a high-availability environment.
Experience supporting large-scale agent populations (300+ agents).
Strong understanding of omnichannel routing strategies, IVR configuration, and contact center performance metrics.
Experience gathering and documenting complex business and functional requirements.
Experience supporting integrations between CCaaS and CRM systems.
Strong stakeholder communication and facilitation skills across business and IT teams.
Proven ability to perform cross-system impact analysis and structured root-cause analysis.

Nice To Haves

RingCentral InContact or enterprise CCaaS certification.
Experience supporting large-scale Salesforce environments.
Experience supporting multi-brand or multi-entity contact center environments.
Hands-on experience working with integration platforms and integration monitoring.
Experience defining or governing routing standards and configuration frameworks.
Exposure to AI-based routing, automation tools, or workforce optimization platforms.
Experience participating in enterprise architecture or platform roadmap planning.
Familiarity with change management frameworks and structured release governance.
Experience building executive-level dashboards or operational performance reporting models.
Prior involvement in contact center platform migrations or large-scale transformations.

Responsibilities

Own the operational stability and performance of the omnichannel contact center platform.
Lead enterprise-level requirements, design, and solution alignment across brands.
Serve as Tier 2/3 escalation for complex platform and integration issues.
Ensure reliable integration between contact center, CRM, iPaaS, and downstream systems.
Govern configuration standards and scalable routing architecture.
Drive measurable improvements in service levels, efficiency, and customer experience.
Act as the senior omnichannel advisor to business and IT leadership.
Architect and govern routing strategies, IVRs, skills, queue hierarchies, prioritization logic, overflow models, and multi-brand segmentation.
Design scalable structures that support centralized and decentralized agent models.
Establish configuration governance standards, including naming conventions, skill taxonomy, routing frameworks, and documentation protocols.
Lead change impact assessments before production updates.
Eliminate configuration debt and legacy artifacts.
Influence roadmap decisions, including AI routing, automation, and advanced workforce capabilities.
Serve as the business analysis lead for all omnichannel initiatives.
Facilitate complex discovery sessions spanning call center operations, CRM, integration teams, and brand stakeholders.
Translate strategic business objectives into detailed requirements, user stories, process maps, and functional specifications.
Perform cross-system impact analysis across CCaaS, CRM, iPaaS, and downstream systems.
Define measurable success criteria and operational KPIs for each initiative.
Evaluate architectural tradeoffs and provide recommendation papers to leadership.
Lead UAT strategy, validation frameworks, and post-production reviews.
Mentor junior analysts and elevate documentation standards across the platform.
Drive standardization across brands while balancing unique operational needs
Serve as primary Tier 2/3 escalation point for agent-impacting issues.
Troubleshoot complex routing failures, CRM mismatches, integration breakdowns, and performance degradation.
Lead structured root-cause analysis and long-term corrective actions.
Implement proactive monitoring strategies across queues, integrations, and performance indicators.
Reduce recurring incidents through problem management discipline.
Partner with vendor support while maintaining internal ownership.
Ensure stable and scalable integration between RingCentral InContact and:
CRM platforms
iPaaS workflows
Back-office systems
Enterprise data platforms
Validate data accuracy and flow integrity.
Identify integration risks and recommend architectural improvements.
Participate in enterprise architecture forums to align omnichannel capabilities with broader IT strategy.
Own the contact center reporting strategy across brands, ensuring metrics are consistent, trusted, and aligned to how leadership runs the business.
Build and maintain dashboards for service levels, abandonment, ASA, AHT, agent productivity, queue health, and channel mix, with clear definitions and targets.
Establish performance baselines, identify trends and root drivers, and turn insights into prioritized recommendations for routing, staffing rules, and workflow changes.
Partner with Call Center Leadership to define KPI targets and drive a regular operating cadence (weekly performance review, monthly trend analysis).
Validate data accuracy across CCaaS, CRM, and downstream systems, and work with Integration Architects to correct data issues that impact reporting credibility.
Measure the impact of changes post-release and document results to ensure continuous improvement is repeatable, not one-off.
Own configuration governance for omnichannel routing and platform standards, including naming conventions, queue/skill taxonomy, and multi-brand design patterns.
Maintain current documentation and runbooks, including architecture diagrams, routing maps, integration dependencies, escalation paths, and recovery procedures.
Enforce access governance through role-based controls, periodic access reviews, and audit-ready evidence for compliance requirements.
Lead change management discipline: impact analysis, stakeholder communication, test validation, deployment planning, and post-implementation review for all production changes.
Establish operational controls to reduce risk, including rollback plans, monitoring thresholds, and standard incident/problem management practices.
Reduce vendor dependency by building internal knowledge, documenting repeatable procedures, and ensuring the team can troubleshoot and resolve issues without external escalation.