We are looking for an experienced Business Analyst with strong exposure to Contact Center projects and a solid understanding of Microsoft Dynamics. The ideal candidate will work closely with business stakeholders, solution architects, and technical teams to gather requirements, design solutions, and support implementation in complex customer engagement environments.
\nThe primary responsibilities of this role include leading business analysis activities for Contact Center transformation and customer experience projects, collaborating with business stakeholders to understand current processes, pain points, and desired outcomes, translating business requirements into functional specifications and user stories, and working with cross-functional teams to design and validate Contact Center workflows and integrations.
\nIn addition, the successful candidate will conduct requirement workshops, gap analysis, and process mapping, support testing activities including UAT, functional testing, and validation of implemented solutions, ensure alignment of requirements with Microsoft Dynamics capabilities, and provide continuous support during deployment and post-go-live stabilization.
\nTo be successful in this role, you will need to have strong hands-on experience as a Business Analyst in Contact Center Projects, in-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.), ability to define customer journeys, contact flows, and service processes, and excellent communication, stakeholder management, and documentation skills.
\nXML job scraping automation by YubHub
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\nThe primary responsibilities of this role include leading business analysis activities for Contact Center transformation and customer experience projects, collaborating with business stakeholders to understand current processes, pain points, and desired outcomes, translating business requirements into functional specifications and user stories, and working with cross-functional teams to design and validate Contact Center workflows and integrations.
\nThe successful candidate will have strong hands-on experience as a Business Analyst in Contact Center Projects, in-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.), ability to define customer journeys, contact flows, and service processes, and excellent communication, stakeholder management, and documentation skills.
\nIn addition to the required skills, experience with any of the following Contact Center platforms is considered a plus: Genesys, NICE, Five9, Avaya, Microsoft Digital Contact Center Platform.
\nThis is a hybrid role based in Pune, India, and the company offers a competitive compensation and benefits package, including comprehensive benefits, career development and training opportunities, flexible work arrangements, dynamic and inclusive work culture, private health insurance, pension plan, paid time off, and training & development.
\nXML job scraping automation by YubHub
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