Contact Center Technology Business Analyst

Responsibilities

Kforce has a client in Draper, UT that is seeking a Contact Center Technology Business Analyst to support various projects in the contact center technology space. This role will focus on assisting with initiatives related to their Verint and Cisco platforms, as well as supporting other telephony and IVR system enhancements. The ideal candidate will have experience in contact center technologies, including IVR systems and telephony platforms, with Verint experience being a strong plus. Responsibilities:

• Support a range of projects related to contact center technology, including Verint and Cisco platforms, IVR systems, and other telephony solutions
• Collaborate with cross-functional teams to gather business requirements and translate them into technical specifications for contact center technologies
• Document business processes, workflows, and user stories related to the implementation and optimization of contact center systems
• Facilitate communication between business and technical stakeholders to ensure alignment with business needs throughout the project lifecycle
• Provide ongoing support and analysis to improve the performance and efficiency of contact center platforms
• Contribute to the optimization of telephony and IVR systems to enhance operational workflows and customer service outcomes
  
  

Requirements

• Bachelor's degree in Business, Information Technology, or a related field (preferred)
• 3 years of experience as a Business Analyst in the contact center, IVR, or telephony technology space
• Strong understanding of contact center platforms, with experience in Verint, Cisco, or similar telephony/IVR systems
• Proven ability to gather and analyze business requirements, write user stories, and document technical specifications
• Excellent communication and interpersonal skills, with the ability to work effectively with both technical teams and business stakeholders
• Experience with project work related to contact center technology enhancements is highly preferred
• Strong problem-solving skills and the ability to work independently as well as part of a team
• Knowledge of the healthcare and financial services industries is a plus
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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