Business Analyst

Job summary

This hybrid Business Analyst role focuses on optimizing contact center support operations and enhancing digital customer experiences by translating business needs into actionable technical requirements. The analyst collaborates closely with stakeholders and technical teams working with Angular JS Bootstrap and Java solutions to deliver measurable improvements in service quality efficiency and customer satisfaction across the enterprise.

Responsibilities

• Collaborate with business stakeholders in contact center environments to analyze current workflows and define clear requirements that improve agent efficiency and customer satisfaction through well documented user stories and process maps.
• Translate complex business needs into detailed functional specifications for solutions built using Angular JS Bootstrap and Java enabling development teams to implement scalable and maintainable applications that align with organizational standards.
• Conduct data driven analysis of contact center performance indicators such as handling time queue metrics and resolution rates to recommend targeted process enhancements that support continuous improvement initiatives.
• Work closely with product and engineering teams in a hybrid work model to refine backlogs prioritize features and ensure that each release delivers tangible value to customers and internal operations.
• Facilitate workshops and requirements walkthroughs with cross functional teams to validate assumptions uncover edge cases and achieve shared understanding of solution scope and expected outcomes.
• Document end to end business processes for customer service journeys ensuring clarity on system interactions touchpoints and dependencies so that proposed changes minimize risk and disruption.
• Support user acceptance testing by designing test scenarios validating results and capturing feedback that ensures contact center support tools and interfaces meet defined business and technical criteria.
• Analyze existing Angular JS Bootstrap interfaces and Java based services from a business perspective to identify usability gaps performance issues and improvement opportunities that enhance overall customer experience.
• Provide ongoing operational support by investigating issues in contact center applications coordinating resolution with technical teams and communicating clear updates to stakeholders without requiring travel.
• Collaborate with training and operations teams to create concise business documentation and reference materials that help contact center personnel adopt new features and process changes effectively.
• Evaluate potential automation and self service opportunities within customer interactions to propose solutions that reduce manual workload while maintaining high quality personalized service.
• Ensure compliance with company policies regulatory requirements and industry best practices when defining business rules for contact center workflows and associated digital channels.
• Monitor post implementation results of enhancements to confirm that key performance indicators improve as expected and recommend corrective actions when outcomes do not meet agreed targets.

Qualifications

• Apply strong analytical and problem solving skills to decompose complex contact center challenges into manageable components using structured techniques and documentation standards.
• Demonstrate practical experience with Angular JS and Bootstrap in customer facing applications enabling effective collaboration with frontend developers and accurate translation of interface requirements.
• Utilize solid understanding of Java based systems and integration patterns to describe business impacts of back end changes and to ensure that technical solutions remain aligned with process goals.
• Employ clear and concise communication skills to engage with diverse stakeholders including operations managers developers testers and product owners across hybrid work arrangements.
• Leverage experience in business analysis practices such as requirements elicitation process modeling and backlog refinement to deliver well organized artifacts that guide implementation teams.
• Show familiarity with contact center platforms ticketing tools and telephony or chat solutions to contextualize requirements within real world agent workflows and customer journeys.
• Exhibit strong documentation and organizational abilities to maintain traceability between business requirements functional specifications test cases and final deliverables over the project lifecycle.