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Role: Business Analyst
Location: Alpharetta, GA (Onsite)
Role Overview:We are seeking a highly experienced Business Analyst with 8-10 years of experience , specializing in Contact Center operations and IVR systems . The ideal candidate will collaborate with business and development teams to define technical solutions, document business processes, and support agile delivery.
Key Responsibilities:- Understand enterprise architecture and the interaction between various systems such as services, databases, UI, BPM, and ODM .
- Act as a Contact Center SME with expertise in IVR technologies to support business and development teams.
- Document business and functional requirements , including data flows, business rules, and use cases .
- Define the end-to-end architecture of the proposed solution.
- Analyze and translate data logic and transformations into business requirements.
- Support QA and UAT teams during testing phases and assist in resolving bugs.
- Lead Scrum ceremonies , including Sprint Planning and Backlog Refinement.
- Collaborate with business units to validate and cross-reference requirements.
- Investigate and resolve production issues and data quality concerns with business and development teams.
- 7+ years of experience in a large banking or consulting organization as a Business Analyst.
- Strong Contact Center and IVR expertise.
- Experience working in Agile environments , including Scrum ceremonies .
- Ability to write moderate to complex SQL queries for data analysis.
- Hands-on experience with JIRA or equivalent tools for tracking user stories.
- Strong analytical, organizational, and communication skills .
- Goal-oriented, self-motivated, and adaptable to changing requirements.
- Bachelor's degree in a technical field or equivalent experience .
- Experience in data ingestion projects .
- Knowledge of Cisco Contact Center solutions .
- Ability to drive process improvements and automation .
