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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Engineer - Cisco Contact Center - **Company:** HCL America Inc. - **Location:** Jersey City, NJ, United States - **Experience:** Expert - **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=f1f9c26d454f067c ## 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 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 ## 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) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [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 Switzerland](https://www.wearedevelopers.com/magazine/276-data-analyst-salary-in-switzerland) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [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) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)