> Markdown version of [/jobs/ext/2540395-administrator-cisco-contact-center](https://www.wearedevelopers.com/jobs/ext/2540395-administrator-cisco-contact-center). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Administrator - Cisco Contact Center - **Company:** HCL America Inc. - **Location:** Jersey City, NJ, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Agile Methodology, Data Analysis, Information Systems, Customer Interaction Management (Software), Power BI, Salesforce.Com, Tableau (Software), Cisco, Servicenow - **Published:** August 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1215d513edb5c566 ## About the Role Job Summary The Contact Center Business Analyst analyzes contact center operations, gathers business requirements, and recommends process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirement Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using data analytics tools. Support implementation of contact center technologies Participate in testing, UAT, and system enhancements. Coordinate with business, operations, IT teams, and vendors to deliver projects. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms. will be preferable Knowledge of Agile/Waterfall methodologies preferred. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management, Job Summary The Contact Center Business Analyst analyzes contact center operations, gathers business requirements, and recommends process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirement Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using data analytics tools. Support implementation of contact center technologies Participate in testing, UAT, and system enhancements. Coordinate with business, operations, IT teams, and vendors to deliver projects. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms. will be preferable Knowledge of Agile/Waterfall methodologies preferred. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management Other Requirements Job Summary The Contact Center Business Analyst analyzes contact center operations, gathers business requirements, and recommends process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirement Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using data analytics tools. Support implementation of contact center technologies Participate in testing, UAT, and system enhancements. Coordinate with business, operations, IT teams, and vendors to deliver projects. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms. will be preferable Knowledge of Agile/Waterfall methodologies preferred. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Analyst Salary in Switzerland](https://www.wearedevelopers.com/magazine/276-data-analyst-salary-in-switzerland) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)