Five9 Business Analyst

Trident Consulting is currently seeking a ”Five9 Business Analyst" for one of our clients in "Chicago, IL". A global leader in business and technology services. Role: Five9 Business Analyst Location: Chicago, IL(Onsite) Type: Contract Required Skills: • 3+ years of Business Analyst (BA) experience in contact center technology projects, including exposure to Five9 or similar CCaaS platforms (Genesys, Avaya, NICE, Amazon Connect) • Strong knowledge of contact center operations: inbound/outbound calling, omnichannel routing, IVR design, workforce management, and quality monitoring • Proven ability to create clear business requirements, user stories, and functional specifications in both Agile and Waterfall methodologies • Experience facilitating workshops and leading discovery sessions with business and technical stakeholders • Familiarity with Five9 platform components: VCC, Studio IVR, Digital Engagement, WEM, Reporting & Analytics, and AI/IVA features • Proficiency in process modeling tools (Visio, Lucidchart, Miro) and requirement management tools (Jira, Confluence, Azure DevOps) • Strong analytical skills to identify gaps between current processes and Five9 capabilities • Excellent communication and stakeholder management skills across business, technical, and leadership teams • Experience in UAT coordination, test execution, and defect management in large-scale implementations About Trident Consulting Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we’ve partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services. We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.