Contact Center Technical Business Analyst

Responsibilities:

• Collaborate with Digital CX Engineers to understand and articulate the capabilities of current and future contact center solutions
• Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization
• Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements.
• Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments
• Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients
• Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs and operational metrics
• Conduct training sessions and create documentation to support the adoption of new tools and processes
• Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights
• Promote our products internally, motivating staff and convincing consumers of their value

Requirements:

• Bachelor's degree in Business Administration, Information Systems, or a related field
• 3+ years of experience in business analysis, preferably in a technology-driven environment
• Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences
• Strong analytical and problem-solving skills
• Proven ability with prompt engineering and generative AI tools and chatbots
• Ability to quickly learn and adapt to new technologies and methodologies
• Experience in project management and stakeholder engagement
• Strong interpersonal skills with a talent for building relationships across various levels of an organization

Preferred Qualifications:

• Experience working in or with contact centers
• Understanding of key contact center metrics and operations management principles
• Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
• Previous experience as a product evangelist or in a similar role promoting technology solutions
• Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications
• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Experience with agile methodologies