Senior Business Analyst

Overview

We are seeking an experienced Business Analyst. Join the Contact Center Experience Team as a Business Analyst, driving the migration to a new live chat and secure messaging platform. This role combines technical expertise and business acumen, requiring 5+ years of experience in business analysis, proficiency in contact center applications, and a strong understanding of agile processes like Scrum or SAFe. You will collaborate with cross-functional teams to gather requirements, develop user stories, and ensure business value while optimizing transparency and communication. 

You will be working in tandem with the product team and technical teams primarily supporting: gathering and prioritizing business requirements, supporting developing user stories and acceptance criteria, and working closely with business, technology, and customer partners to ensure business value and client satisfaction goals are met.

What you have

• The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders. In addition, the individual must possess strong product management and leadership skills and be passionate about optimizing transparency and communication.
• Bachelor’s or Master’s degree preferred
• Experience with contact center applications and business practices
• 5+ years required of experience, particularly in a business analyst function
• 1+ years of experience in agile processes, such as scrum, Kanban, and/or the Scaled Agile Framework (SAFe)
• Ability to build strong working relationships internally and externally
• Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Demonstrated collaborative style, with ability to lead and influence diverse teams
• Strong detail and process orientation using data to measure productivity and progress
• Excellent problem-solving and critical-thinking skills
• Strong emotional intelligence/maturity and presence

The target hiring compensation range for this role is $59.69 to $66.33 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.