- Company Name
- Tech Mahindra
- Job Title
- Business Analyst
- Job Description
-
**Job title**
Business Analyst – Cloud Telephony (CCaaS)
**Role Summary**
Translate technical requirements into clear functional specifications and serve as the liaison between business stakeholders and technical teams during deployment of NICE CXone, Genesys Cloud, or Amazon Connect solutions. Collaborate closely with Agile/Scrum teams, product owners, and client scrum masters to prioritize development, configure system settings, and validate IVR call flows and system configurations.
**Expectations**
- Minimum 5 years of Business Analysis experience in a technical environment.
- Proven experience with Contact Center as a Service (CCaaS) and Interactive Voice Response (IVR) systems.
- Hands‑on experience with NICE CXone, Genesys Cloud, and/or Amazon Connect.
- Strong background working in Agile/Scrum settings, including active participation in sprint ceremonies and collaboration with product owners.
- Demonstrated ability to perform system testing, validate call flows, and support configuration testing.
**Key Responsibilities**
- Gather, analyze, and document business requirements; transform them into detailed functional specifications for technical delivery.
- Act as the primary communication conduit between business stakeholders, product owners, and technical teams throughout the project lifecycle.
- Participate in daily stand‑ups, sprint planning, backlog grooming, and sprint reviews; step in for the Client Scrum Master when required.
- Define and validate contact center configuration changes, IVR call flows, and system settings to ensure alignment with business needs.
- Develop and execute test plans, coordinate user acceptance testing (UAT), and verify that delivered features meet acceptance criteria.
- Facilitate decision‑making around product priorities, road‑map enhancements, and configuration options.
- Advocate for user needs while balancing technical feasibility and project constraints, building stakeholder trust and ensuring clear, unambiguous documentation.
- Contribute to the continuous improvement of analysis practices, templates, and Agile processes.
**Required Skills**
- Business Analysis & Requirements Engineering
- Agile/Scrum development lifecycle and ceremonies
- CCaaS platforms (NICE CXone, Genesys Cloud, Amazon Connect)
- IVR design, call‑flow scripting, and configuration
- Functional specification writing & documentation
- Test planning, execution, and validation
- Strong stakeholder communication & negotiation
- Problem‑solving and analytical thinking
- Proficiency with collaboration tools (Jira, Confluence, Teams)
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or equivalent technical/business field.
- Professional Business Analysis certifications preferred (CBAP, PMI‑PBA).
- Agile or Scrum certifications (CSM, PMI‑ACP) are advantageous.