Senior Business Analyst (Call Center / Contact Center)

We are looking for a Senior Business Analyst with strong experience in system analysis and project implementation, preferably in Call Center / Contact Center solutions.

This role is responsible for gathering and analyzing business requirements, designing business processes and system requirements, coordinating with business users and technical teams, and supporting projects from requirement gathering through implementation and go-live.

The ideal candidate should have at least 4 years of experience as a Business Analyst or System Analyst. Experience in Call Center, Contact Center, or Telco projects will be highly preferred.

Responsibilities:

Business & Requirement Analysis

• Gather, analyze, and clarify business requirements with users and key stakeholders.
• Understand business objectives, pain points, and operational processes and translate them into clear system requirements.
• Analyze As-Is processes and design To-Be processes to support business and system improvement.
• Prepare Business Requirements, Functional Requirements, User Stories, Use Cases, Process Flows, and Acceptance Criteria.
• Identify requirement gaps, dependencies, constraints, and potential project risks.
• Manage requirement changes and ensure alignment among business users, project teams, and technical teams.

Call Center / Contact Center Projects

• Analyze business and system requirements for Call Center / Contact Center solutions.
• Understand and design customer interaction and agent workflows across relevant channels.
• Work with solutions such as IVR, ACD, CTI, Call Routing, Agent Desktop, CRM Integration, Voice Recording, Reporting, and Contact Center platforms.
• Analyze integration requirements between Contact Center platforms and other systems such as CRM, customer databases, APIs, and backend systems.
• Support the design of call flows, IVR flows, routing rules, agent processes, and escalation processes.
• Coordinate with business users, vendors, developers, infrastructure teams, and other stakeholders during implementation.
• Support data mapping, interface requirements, and system integration analysis.

Project Implementation & UAT

• Work closely with Project Managers, Developers, Solution Architects, QA, and business teams throughout the project lifecycle.
• Review system designs and solutions to ensure they meet business requirements.
• Support QA teams in understanding business requirements and expected system behavior.
• Prepare UAT scenarios and acceptance criteria with business users.
• Coordinate and support SIT/UAT, including issue clarification, requirement verification, and defect prioritization.
• Validate implemented solutions against approved business requirements.
• Support deployment, go-live, and post-implementation activities.
• Provide user guidance, documentation, and knowledge transfer when required.

Stakeholder & Team Coordination

• Act as a key communication point between business and technical teams.
• Facilitate requirement workshops and project discussions with stakeholders.
• Communicate complex business and system requirements clearly to both technical and non-technical stakeholders.
• Support and guide junior Business Analysts when required.
• Ensure project documentation and requirements are complete, consistent, and up to date.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Business Information Systems, or related fields.
• At least 4 years of experience as a Business Analyst, System Analyst, or related role.
• Strong experience in requirement gathering, requirement analysis, and business process analysis.
• Able to translate business requirements into clear functional and system requirements.
• Experience creating process flows, user stories, use cases, functional specifications, and acceptance criteria.
• Good understanding of SDLC and software/system implementation projects.
• Experience working with Developers, QA, Project Managers, Solution Architects, Vendors, and business users.
• Good understanding of system integration, APIs, and data flow.
• Able to support SIT/UAT and analyze issues from both business and system perspectives.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Able to work independently and manage multiple stakeholders in complex projects.

Preferred Qualifications:

• Experience in Call Center / Contact Center projects is highly preferred.
• Knowledge or experience with IVR, ACD, CTI, Call Routing, Agent Desktop, CRM Integration, Voice Recording, or Contact Center platforms.
• Experience in Telco / Telecommunication projects or systems is an advantage.
• Experience working on projects involving multiple system integrations and vendors.
• Understanding of APIs, databases, and system integration concepts.
• Experience with Agile / Scrum projects is a plus.