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.
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\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.
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\nAbout the role: As part of a selective and growing team, Enterprise Architects also help define sales and execution processes for effective land-and-expand strategies.
\nResponsibilities: Leveraging domain expertise in Customer Experience (CX) and related ecosystems (e.g., Call Center infrastructure, Chat platforms, AWS services, Workforce Management, Automation, ChatBots, CRM, Integrations). Serving as the authoritative source on Cresta's platform integrations and their technical benefits. Owning the Technical Architecture blueprint from pre-sales to post-sales, ensuring technical wins by managing stakeholder expectations and collaborating across multiple levels (from end-users to executives) and with internal teams (Pre-sales Solution Engineers, engineering, and success organizations). Pre-sales: problem solving with end-customers to determine best solution architecture and integration approach. Post-sales: supporting the technical implementation team to help get customers up and running on Cresta. Along the way, closely collaborating with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs.
\nQualifications We Value: Experience with Telephony and Contact Center Infrastructure (AWS Connect, Genesys, Five9, etc.). Good understanding of integration options, APIs, iPaaS, UI Integrations. Highly experienced with AWS, GCP, Salesforce. Strong expertise in enterprise architecture, cloud platforms, AI/ML, and data systems. Has extensive experience in large scale enterprise software implementations and solutions architecture. Deep understanding of how enterprises leverage Generative AI solutions. Is highly organized: able to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful. Is able to build strong external relationships with external technical stakeholders and in general able to take a consultative and strategic approach to solving customer problems. Experience managing and advising on large-scale programs with multiple stakeholders and dependencies. Is willing to do some travel (if/when the world goes back to normal) but before then be willing to be on frequent video calls with customers in EST - PST time zones.
\nProduct & Engineering Partnership: Gather and synthesize customer feedback to inform product and engineering priorities. Identify and address gaps in technology adoption or deployment through cross-functional collaboration. Influence future product strategy with insights derived from real-world field engagements. Report directly to the Field CTO and should be able to manage delivery for strategic accounts end-to-end.
\nPerks & Benefits: We offer a comprehensive and people-first benefits package to support you at work and in life: Comprehensive medical, dental, and vision coverage with plans to fit you and your family. Paid parental leave for all new parents welcoming a new child. Remote work setup budget to help you create a productive home office. Monthly wellness and communication stipend to keep you connected and balanced. 20 days of vacation time to promote a healthy work-life blend.
\nCompensation at Cresta: Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.
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