Apply on Employer Site

Caliber · 1 month ago

Senior Business Analyst-Contact Center

Lewisville, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Caliber is seeking a confident and skilled Senior Business Analyst to join their dynamic team. In this role, you will bridge the gap between contact center business needs and technology solutions, collaborating with various stakeholders to deliver actionable insights and innovative strategies.

Automotive

Responsibilities

Collaborate with business owners, users, and team members to gather and define requirements for new applications, system enhancements, and issue resolution

Analyze data and create visualizations from a variety of platforms and tools to identify actionable insights

Present and communicate innovative strategies and ideas to both business and technology stakeholders with clarity and confidence

Partner with developers and peers to troubleshoot application issues, conducting root cause analyses and implementing solutions efficiently

Research and assess the current business environment, delivering practical and actionable solutions to complex challenges

Act as a key collaborator, fostering a team-focused environment where ideas and solutions are shared to achieve success together. This role is not a one-person show—you will work alongside a team to accomplish shared goals

Act as the vital link between business users and IT, ensuring seamless communication across multiple lines of business

Create and execute test cases for QA and facilitate user acceptance testing (UAT) with stakeholders

Develop and maintain comprehensive documentation, including application guides and user manuals

Proactively identify, escalate, and address risks and issues, ensuring all stakeholders are informed

Manage project plans, driving timelines to achieve milestones and successful outcomes

Conduct impact analysis of corporate projects and communicate findings to relevant stakeholders

Identify and analyze patterns, trends, and anomalies to inform decision-making and strategy

Explore opportunities to integrate new technologies, including automation and AI, as part of broader process improvements, always ensuring alignment with business goals

Qualification

Business Analyst experienceContact center tools knowledgeData analytics proficiencyProject management toolsMicrosoft Office proficiencyCommunication skillsTeam collaborationProblem-solving skills

Required

Bachelor's degree preferred; or equivalent combination of education, experience and training that provides the required knowledge and skills

Minimum 3 to 5 years of experience with enterprise systems as a business analyst with a demonstrated ability to work cross-functionally

Technical knowledge of the tools within a contact center for reporting, call routing, workforce management, and quality management such as NICE CXOne/IEX and Observe AI. Understand the KPIs of an omni-channel environment

Proficiency in data analytic and project management tools such as Microsoft Power BI and Smartsheet

Proficiency in Microsoft Office including Excel and Visio

Excellent verbal and written communication skills with an ability to communicate with vendors, internal customers, and senior leaders