Business Analyst - CCaaS

Job Title: Business Analyst - CCaaS & Sprinklr

Experience: 2-5 Years

Location: Pune

Employment Type: Full Time

Job Summary:

We are seeking a skilled Business Analyst with strong expertise in Contact Center as a Service (CCaaS) platforms and Sprinklr to bridge business needs with technical solutions. The role involves gathering requirements, analyzing customer engagement workflows, and supporting the implementation and optimization of customer experience technologies.

Key Responsibilities:

Gather, analyze, and document business requirements similar to CCaaS (Genesys, Nice, Five9) and/or Sprinklr platforms.

Work closely with stakeholders to understand customer experience, contact center operations, and digital engagement needs.

Translate business requirements into functional specifications and user stories.

Collaborate with technical teams to support configuration, integration, and enhancement of CCaaS and Sprinklr solutions.

Analyze customer interaction data, social media insights, and contact center metrics to recommend process improvements.

Support UAT (User Acceptance Testing), validate solutions, and ensure alignment with business goals.

Create reports, dashboards, and presentations for management and business users.

Ensure solutions comply with organizational standards, data security, and best practices.

Write User Stories, Functional Specifications and Wireframes.

Work closely with UI/UX team to ensure high fidelity UI and UX is ready.

Required Skills & Competencies:

Strong understanding of CCaaS platforms (call routing, IVR, omnichannel support, analytics).

Hands-on or functional experience with Sprinklr (social listening, customer engagement, reporting, workflows).

Solid knowledge of software development lifecycle (SDLC) and Agile methodologies.

Ability to create BRD, FRD, use cases, process flows, and wireframes.

Strong analytical, problem-solving, and documentation skills.

Experience working with APIs, integrations, and enterprise software systems (preferred).

Excellent communication and stakeholder management skills.

Preferred Qualifications:

Bachelors degree in business, IT, Engineering, or a related field.

Experience in customer experience (CX), contact centers, or digital transformation projects.

Exposure to CRM systems and data visualization tools is a plus.

Certification in Business Analysis, Agile, or related tools is an advantage.