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Ccaas Jobs in Ohio (NOW HIRING)

Blue Star Partners

CCaaS Business Analyst

Columbus, OH · On-site

$60 - $70/hr

CCaaS Business Analyst Location: Columbus, OH Work Model: Hybrid (Remote Mondays & Fridays; Onsite Tuesdays-Thursdays) Rate: $60-$70/hour Contract Length: 6 months Extension: Strong possibility of ...

Blue Star Partners

CCaaS Business Test Lead

Columbus, OH · On-site

$100/hr

CCaaS Business Test Lead Location: Columbus, OH Work Model for Local Candidates: Hybrid (Tuesday-Thursday onsite, Monday & Friday remote) Work Model for Non-Local Candidates: Travel as needed, likely ...

Blue Star Partners

CCaaS Business Test Lead

Columbus, OH · On-site +1

$100/hr

CCaaS Business Test Lead Location: Columbus, OH Work Model for Local Candidates: Hybrid (Tuesday-Thursday onsite, Monday & Friday remote) Work Model for Non-Local Candidates: Travel as needed, likely ...

Sangoma

Engineering Team Lead - CX/CCaaS Platform(Remote)

Columbus, OH · On-site +1

$99K - $130K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

Engineering Team Lead - CX/CCaaS Platform Build It. Scale It. Lead by Example. At Sangoma, we build the technology that keeps businesses connected. Our cloud communications portfolio powers millions ...

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How much do ccaas jobs pay per hour?

As of Aug 14, 2026, the average hourly pay for ccaas in Ohio is $17.08, according to ZipRecruiter salary data. Most workers in this role earn between $15.10 and $17.84 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the CCaaS position, and why are they important?

To thrive in a CCaaS (Contact Center as a Service) specialist role, you need a solid understanding of contact center operations, cloud-based communications platforms, and customer service processes, often supported by relevant IT or business degrees. Familiarity with tools like Salesforce, Genesys, Five9, NICE inContact, and certifications in cloud or contact center technologies are highly valuable. Excellent communication skills, analytical abilities, and problem-solving aptitude help professionals excel in collaborating with teams and improving customer experiences. These skills are crucial to optimizing contact center performance and ensuring seamless integration of CCaaS solutions to meet business objectives.

What are the typical daily responsibilities of a CCaaS specialist?

As a CCaaS specialist, your daily tasks include managing and configuring cloud-based contact center platforms, troubleshooting technical issues, and supporting end-users to ensure smooth operations. You might also be involved in analyzing performance metrics, suggesting optimizations, and assisting with the implementation of new features or integrations. Collaboration with IT teams, customer service managers, and third-party vendors is common to ensure the CCaaS solution aligns with business goals. This dynamic role offers an excellent opportunity to develop both technical and customer-facing skills in a rapidly evolving environment.

What is a CCaaS?

A CCaaS (Contact Center as a Service) job typically involves managing cloud-based customer communication platforms that enable businesses to handle customer interactions efficiently. Roles in this field include customer support specialists, implementation engineers, and solutions architects who help deploy and maintain CCaaS solutions. Responsibilities can include integrating systems, optimizing workflows, and ensuring a seamless customer experience. These jobs often require knowledge of cloud contact center platforms, technical support, and customer service best practices.

What are popular job titles related to Ccaas jobs in Ohio?

For Ccaas jobs in Ohio, the most frequently searched job titles are:

What job categories do people searching Ccaas jobs in Ohio look for?

The top searched job categories for Ccaas jobs in Ohio are:

Ccaas jobs near you
Infographic showing various Ccaas job openings in Ohio as of August 2026, with employment types broken down into 95% Full Time, and 5% Contract. Highlights an 73% Physical, 4% Hybrid, and 23% Remote job distribution, with an average salary of $35,531 per year, or $17.1 per hour.

CCaaS Business Analyst

Blue Star Partners

Columbus, OH • On-site

$60 - $70/hr

Full-time

Re-posted 27 days ago

Job description

Job Title: CCaaS Business Analyst
Location: Columbus, OH
Work Model: Hybrid (Remote Mondays & Fridays; Onsite Tuesdays-Thursdays)
Rate: $60-$70/hour
Contract Length: 6 months
Extension: Strong possibility of extension
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | No visa sponsorship available
Position Overview
We are seeking an experienced CCaaS Business Analyst to support a contact center transformation initiative in a large enterprise environment. This role will serve as the bridge between business stakeholders, contact center operations, IT teams, vendors, and delivery partners to gather requirements, document current and future-state processes, and help shape solutions across the CCaaS landscape.
The ideal candidate will bring strong experience in contact center operations and business analysis, with the ability to translate business needs into clear functional requirements, user stories, process flows, and solution documentation. This individual will work across voice, IVR, routing, digital channels, agent workflows, reporting, and integrations to ensure the CCaaS solution meets both operational and customer experience goals.
This role is best suited for someone who is comfortable working in a complex enterprise setting, facilitating requirements workshops, partnering with technical and business teams, supporting testing and implementation, and maintaining strong documentation throughout the project lifecycle.
Key Responsibilities
Business Analysis & Requirements Gathering
  • Partner with business stakeholders, Contact Center Operations, Customer Experience teams, IT, and vendors to gather, analyze, and validate business requirements.
  • Elicit and document functional and non-functional requirements for CCaaS capabilities including voice, IVR, routing, digital engagement, agent desktop, reporting, and integrations.
  • Translate business needs into user stories, process maps, functional specifications, business rules, and acceptance criteria.
  • Support current-state and future-state analysis to identify process improvements and solution opportunities.

Contact Center & CCaaS Support
  • Work closely with contact center stakeholders to understand operational workflows, call routing models, escalation paths, customer journeys, and agent/supervisor needs.
  • Document call flows, routing logic, queue structures, digital channel requirements, and operational use cases.
  • Help define business requirements related to customer self-service, agent experience, supervisor workflows, and reporting needs.
  • Support CCaaS platform initiatives involving systems such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, or similar platforms.

Stakeholder Collaboration
  • Facilitate workshops, interviews, working sessions, and requirement reviews with business and technical teams.
  • Act as a liaison between business users and technical teams to ensure requirements are clearly understood and solutions align with business objectives.
  • Partner with solution architects, developers, QA teams, PMs, and vendors to clarify requirements and support delivery.
  • Build strong working relationships across a complex stakeholder environment and help drive alignment on priorities and decisions.

Process, Documentation & Analysis
  • Create and maintain high-quality project documentation including business requirements documents, workflow diagrams, use cases, user stories, gap analyses, and traceability matrices.
  • Document business processes, operational pain points, dependencies, and opportunities for standardization or optimization.
  • Support impact assessments and identify upstream/downstream implications of proposed changes.
  • Produce executive-ready summaries, meeting materials, and decision-support documentation when needed.

Testing, Readiness & Implementation Support
  • Support test planning and validation activities by helping define test scenarios, reviewing test cases, and participating in UAT preparation and execution.
  • Assist with defect triage and requirements clarification during build and testing phases.
  • Support implementation readiness, cutover planning, and transition activities as needed.
  • Partner with training and change teams to ensure business processes, requirements, and user needs are reflected in enablement materials.

Day-to-Day Responsibilities
  • Meet with stakeholders to gather and refine business requirements.
  • Facilitate requirements workshops and process-mapping sessions.
  • Document call flows, user journeys, business rules, and functional needs.
  • Collaborate with architects, developers, PMs, and QA teams to support design and delivery.
  • Maintain project artifacts including requirements logs, user stories, process diagrams, and traceability documentation.
  • Support testing and implementation activities by clarifying requirements and validating expected outcomes.
  • Provide project updates and documentation to stakeholders and leadership as needed.

Required Qualifications
  • 5+ years of experience in business analysis, business systems analysis, or a related role.
  • Strong experience supporting contact center, customer experience, or CCaaS-related initiatives.
  • Experience gathering and documenting functional and non-functional requirements in a structured enterprise environment.
  • Strong understanding of contact center operations, including IVR, call routing, queues, agent workflows, supervisor workflows, and digital channels.
  • Experience creating process maps, workflow diagrams, business requirements documents, user stories, and acceptance criteria.
  • Ability to translate business needs into clear, actionable requirements for technical and functional teams.
  • Experience working across cross-functional teams including business stakeholders, IT, vendors, QA, and project leadership.
  • Strong written, verbal, facilitation, and stakeholder engagement skills.

Preferred Qualifications
  • Hands-on experience supporting CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, or similar.
  • Experience with CRM and enterprise integrations related to contact center platforms.
  • Familiarity with contact center reporting, analytics, KPIs, workforce workflows, and customer journey analysis.
  • Experience supporting testing, UAT, go-live readiness, and post-implementation support.
  • Experience in utilities or other large, highly matrixed enterprise environments is a plus.
  • Agile, Scrum, or hybrid delivery experience preferred.

Education
  • Bachelor's degree in Business, Information Technology, Computer Science, or a related field preferred.

Certifications
  • CBAP, CCBA, PMI-PBA, Agile/Scrum certifications, or platform-specific CCaaS certifications are a plus.

Core Competencies
  • Business Analysis
  • CCaaS / Contact Center Operations
  • Requirements Gathering
  • Process Mapping
  • User Stories & Acceptance Criteria
  • Stakeholder Management
  • Workshop Facilitation
  • Testing & UAT Support
  • Cross-Functional Collaboration
  • Documentation & Traceability

Ideal Candidate Profile
The ideal candidate is a strong communicator and structured thinker who understands both the business and operational sides of the contact center environment. They are comfortable working across business and technical teams, documenting complex requirements clearly, and helping drive a CCaaS transformation from requirements through implementation.

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