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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.