Senior Engineer - Cisco Contact Center

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 Communication & Presentation Skills, 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 Communication & Presentation Skills

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 Communication & Presentation Skills