Business Analyst

• Responsible for gathering and analyzing requirements, translating business needs into technical specifications, and ensuring that the CCaaS solution aligns with organizational goals. Map existing contact center processes, including workflows for inbound/outbound calls, chat, email, and other communication channels. 
• Develop and maintain process flow diagrams, use cases, and other documentation to support process improvement initiatives. 
• Identify opportunities to optimize and streamline processes using the CCaaS platform, such as automating repetitive tasks or improving self-service capabilities. 
• Act as a liaison between business stakeholders and the technical team to ensure requirements are clearly understood.