Business Analyst - CX Technology Implementation

Responsibilities: Collaborate with stakeholders to gather and document business requirements for CX technology solutions (e.g., Genesys, Amazon Connect, CRM). Analyze and translate business needs into technical specifications and functional requirements.Conduct gap analysis and recommend process improvements to enhance CX operations. Work closely with IT and development teams to ensure accurate implementation of requirements. Develop and maintain detailed project documentation, including business process flows, use cases, and user stories. Facilitate workshops and meetings to elicit requirements and validate solutions with stakeholders. Perform data analysis to support decision-making and identify trends in CX performance.Assist in the testing and validation of new contact center/CX technologies and features. Provide training and support to end-users on new systems and processes. Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. Proven experience as a Business Analyst, preferably in contact center/ CX technology implementation. Strong knowledge of contact center/CX platforms such as Genesys, Amazon Connect, etc. Excellent analytical and problem-solving skills.Strong communication and interpersonal skills. Ability to work independently and as part of a team.Proficiency in project management tools and methodologies.