Business Analyst (IT) II : 26-01673

Primary Skills: API Integrations (advanced), Modern Web Applications (advanced), Product Requirements (advanced), Systems Mindset (advanced), Agile/Scrum (advanced) Contract Type:  W2 Only Duration:  6+ Months Location: Austin, TX ( - Hybrid) Pay Range: $45-$50/Hr. on W2 #LP Job Summary: This role bridges the gap between business needs and technical execution for customer support platforms. You will translate complex operational challenges into actionable technical specifications and collaborate with various teams to deliver innovative solutions. The position aims to modernize platforms using cutting-edge web technologies and AI. This person will help define and deliver next-generation customer support platforms leveraging modern web technologies, agentic ai experiences, enterprise workflow orchestration, api-first architectures, third-party ai platforms such as openai, genesys cloud integrations, and unified agent desktop experiences to improve customer support operations and agent productivity globally. Key Responsibilities: • Lead modernization efforts for customer support platforms. • Define technical product requirements from business problems. • Collaborate with engineering on API design and integrations. • Work with stakeholders to create unified support experiences. • Develop PRDs, BRDs, and user stories for platform features. Must-Have Skills: • Technical Product Management or Business Analysis experience (5+ years) • Experience with modern enterprise application architecture • Proficiency in API-first platforms and integrations Industry Experience: Experience in customer support technology or contact center environments is preferred. ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Stevie Employer of the Year 2025, SIA Best Staffing Firm to work for 2025, Inc 5000 Best Workspaces in US (2025 & 2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in Tech Staffing As Talent solutions provider for Fortune 100 Organizations, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!