Sr. Business Systems Analyst (Customer Contact Center)

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** We will NOT accept 3rd Party (C2C) Contractors **


Position:Sr. Business Systems Analyst (Customer Contact Center)
JOB REF#:43415 - JIH5JP00003607
Duration:2 YEARS - Contract
Location:HYBRID - Torrance, CA 90501
Pay Rate:$70.00 - $74.00 per hour (W2 ONLY)

We will only consider LOCAL CANDIDATES, we will not consider candidates willing to relocate

** HYBRID: MUST be able to work ONSITE 2-3 days per week**

Sr. Business Systems Analyst will join the implementation team of a Contact Center as a Service (CCaaS) system. They will gathering and analyzing business requirements, bridging the gap between business needs and technical solutions, and help selecting and ensuring the CCaaS solution meets the business objectives.

RESPONSIBILITIES INCLUDE:
Requirement Gathering: Gather and analyze business requirements related to the CCaaS system.
RFI/RFP Process: Lead the creation and management of the Request for Information (RFI) and Request for Proposal (RFP) documents. Collaborate with stakeholders to develop detailed RFI/RFP documents that outline specific requirements
and expectations from vendors.
Vendor Evaluation: Evaluate vendor proposals based on criteria such as cost, technical capabilities, and alignment with project requirements. Facilitate meetings to discuss the pros and cons of each vendor.
Vendor Communication: Act as a liaison between the organization and vendors, ensuring questions and concerns are clarified throughout the proposal and selection process.
Business Requirements Documentation: Prepare comprehensive Business Requirements Documents (BRD) and Functional Specification Documents (FSD).
Workflow Analysis: Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels.
Process Optimization: Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform.
Stakeholder Collaboration: Work closely with internal and customer stakeholders to ensure seamless communication and mutual understanding of goals.
System Test, UAT and Deployment: Assist in creating System Integration Testing (SIT) test cases, User Acceptance Testing (UAT) test cases and deployment activities to ensure successful project outcomes.
Trend Monitoring: Stay updated on CCaaS trends and technologies to provide innovative recommendations.
Best Practices Advocacy: Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction.

REQUIRED EXPERIENCE:
Proven experience as a Sr. Business Systems Analyst with a focus on Contact Center as a Service (CCaaS) systems.
Strong background in CONTACT CENTER processes, process optimization, and technical communication.
Strong knowledge of CONTACT CENTER technologies and platforms.
Experience with data analysis and reporting tools.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Proficiency in project management tools and methodologies (Waterfall, AGILE, SCRUM, SAFe).
Experience using project tools, such as Word, Excel, Visio, and PPT.
Education: Bachelor s degree in business administration, Information Technology, or a related field.

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Calance Consultant Benefits Offerings:
- EPO/PPO Medical Plans
- HMO/PPO Dental programs
- Vision - VSP (Vision Plan Summary)
- 401K Retirement vesting program (VOYA)
- Paid Bi-Weekly/Direct Deposit
- Flex Spending Plan
- Voluntary Life, AD&D, STD or LTD plans

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