Job Summary

Contact Center Business Analyst – Job Description 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 setting. • 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

Key Responsibilities

Contact Center Business Analyst – Job Description 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

Skill Requirements

Contact Center Business Analyst – Job Description 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

Must Have Skill

Cisco Contact Center

Good to Have Skill

Other Requirements

Contact Center Business Analyst – Job Description 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

📌 Senior Administrator - Cisco Contact Center (India)
🏢 HCLTech
📍 India