Business Analyst

Job Title: Business Analyst Location: – Orange, CT 06477 Job Summary We are looking for a detail-oriented Business Analyst with expertise in contact center technologies to bridge the gap between business needs and technical solutions. The ideal candidate will analyze requirements, design workflows, and collaborate with stakeholders to implement advanced contact center solutions that enhance customer experience and operational efficiency. Key Responsibilities Engage with business stakeholders to capture functional and technical requirements. Document business processes, workflows, and system interactions. Translate business needs into technical specifications for contact center platforms (e.g., Amazon Connect). Support configuration, integration, and deployment of contact center solutions. Identify opportunities for AI-driven enhancements (chatbots, voice bots, predictive routing). Collaborate with AI/ML teams to integrate automation and analytics into contact center operations. Develop test cases and perform UAT for new features and system upgrades. Ensure compliance with security and regulatory standards. Create dashboards and reports for performance monitoring and KPI tracking. Provide actionable insights to improve customer experience and agent productivity. Required Skills & Qualifications Bachelor’s degree in Business, IT, or related field. 3–5 years as a Business Analyst in contact center or customer experience domain. Familiarity with contact center platforms (Amazon Connect, Genesys, NICE, Avaya, Cisco). Understanding of IVR, ACD, WFM, and omnichannel solutions. Basic knowledge of APIs, integrations, and cloud technologies. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Preferred Qualifications Experience with AI/GenAI tools for customer experience. Knowledge of speech analytics, NLP, and RPA. Certifications in Business Analysis (CBAP) or Contact Center Technologies