Skill : Functional BA-CX
Experience - 4 years - 10 Years
Location - Kochi
Job Summary
- Collaborate with stakeholders to gather and document business requirements for CX technology solutions (e.g., Genesys, Amazon Connect, CRM).
- Analyze and translate business needs into technical specifications and functional requirements.
- Conduct gap analysis and recommend process improvements to enhance CX operations.
- Work closely with IT and development teams to ensure accurate implementation of requirements.
- Develop and maintain detailed project documentation, including business process flows, use cases, and user stories.
- Facilitate workshops and meetings to elicit requirements and validate solutions with stakeholders.
- Perform data analysis to support decision-making and identify trends in CX performance.
- Assist in the testing and validation of new contact center/CX technologies and features.
- Provide training and support to end-users on new systems and processes.
Qualifications:
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Proven experience as a Business Analyst, preferably in contact center/ CX technology implementation.
- Strong knowledge of contact center/CX platforms such as Genesys, Amazon Connect, etc.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Proficiency in project management tools and methodologies