The 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.

In 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.

To 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.

XML job scraping automation by YubHub

The 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.

The 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.

In 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.

This 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.

XML job scraping automation by YubHub

Primary Responsibilities:

• Lead business analysis activities for Contact Center transformation and customer experience projects.
• Collaborate with business stakeholders to understand current processes, pain points, and desired outcomes.
• Translate business requirements into functional specifications and user stories.
• Work with cross-functional teams to design and validate Contact Center workflows and integrations.
• 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.
• Provide continuous support during deployment and post-go-live stabilization.

Requirements:

• 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.
• Excellent communication, stakeholder management, and documentation skills.

Benefits:

• Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

XML job scraping automation by YubHub