Senior Business Analyst-Contact Center

Caliber Holdings•Lewisville, TX

13d

About The Position

Are you ready to make an impact from day one? We are looking for a confident and skilled Senior Business Analyst to join our dynamic team. In this role, you’ll be instrumental in bridging the gap between contact center business needs , intake management and technology solutions. We need someone who can hit the ground running. The ideal candidate is not just familiar with Business Analyst functions but is a seasoned expert who can effortlessly wear the Business Analyst hat, refine the tools of the trade, and foster a collaborative environment to deliver results quickly and effectively.

Requirements

Bachelor’s degree preferred ; or equivalent combination of education, experience and training that provides the required knowledge and skills
Minimum 3 to 5 years of experience with enterprise systems as a business analyst with a demonstrated ability to work cross-functionally
Technical knowledge of the tools within a contact center for reporting, call routing, workforce management, and quality management such as NICE CXOne /IEX and Observe AI .
Understand the KPIs of an omni-channel environment
Proficiency in data analytic and project management tools such as Microsoft Power BI and Smartsheet
Proficiency in Microsoft Office including Excel and Visio
Excellent verbal and written communication skills with an ability to communicate with vendors, internal customers, and senior leaders

Responsibilities

Collaborate with business owners, users, and team members to gather and define requirements for new applications, system enhancements, and issue resolution.
Analyze data and create visualizations from a variety of platforms and tools to identify actionable insights.
Present and communicate innovative strategies and ideas to both business and technology stakeholders with clarity and confidence.
Partner with developers and peers to troubleshoot application issues, conducting root cause analyses and implementing solutions efficiently.
Research and assess the current business environment, delivering practical and actionable solutions to complex challenges.
Act as a key collaborator, fostering a team-focused environment where ideas and solutions are shared to achieve success together. This role is not a one-person show—you will work alongside a team to accomplish shared goals.
Act as the vital link between business users and IT, ensuring seamless communication across multiple lines of business.
Create and execute test cases for QA and facilitate user acceptance testing (UAT) with stakeholders.
Develop and maintain comprehensive documentation, including application guides and user manuals.
Proactively identify , escalate, and address risks and issues, ensuring all stakeholders are informed.
Manage project plans, driving timelines to achieve milestones and successful outcomes.
Conduct impact analysis of corporate projects and communicate findings to relevant stakeholders.
Identify and analyze patterns, trends, and anomalies to inform decision-making and strategy.
Explore opportunities to integrate new technologies , including automation and AI, as part of broader process improvements, always ensuring alignment with business goals.