We are seeking a Contact Center Business Analyst to support and optimize our omnichannel customer engagement platforms, primarily Sprinklr Contact Center or equivalent Contact Center solutions. The analyst will work closely with business stakeholders, operations, IT, and vendors to gather requirements, design solutions, and ensure successful delivery of contact center initiatives across voice and digital channels.
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Key Responsibilities:
Business Analysis & Stakeholder Management
1. The candidate should demonstrate proven expertise in both B2B and B2C domains
2. Act as the primary liaison between business teams and technical teams for contact center initiatives
3. Gather, analyze, and document business requirements, user stories, and functional specifications
4. Facilitate workshops, requirement walkthroughs, and solution design discussions
5. Translate customer service and operational needs into platform-ready requirements