Business Analyst
Job Description
CyberPro Consulting is looking for an experienced Business Analyst to support Contact Centre and telephony projects. The ideal candidate will have hands on experience with telephony systems, including PBX, IVR, ACD, and CRM integration, and will be comfortable working in fast paced, large scale projects.
This role involves gathering requirements, analyzing processes, designing solutions, and liaising between technical teams and business stakeholders to ensure smooth delivery and adoption of contact centre technologies.
Core Responsibilities- Gather and Document Requirements: Interview stakeholders to understand current telephony processes, identify pain points, and define needs for new or improved systems.
- Analyze Business Processes: Evaluate workflows and systems to identify opportunities for efficiency, cost savings, and enhanced customer service.
- Design and Propose Solutions: Recommend improvements to communication strategies and system enhancements; articulate benefits to stakeholders.
- Liaison and Communication: Act as the link between technical teams (developers, network engineers) and business units, translating requirements clearly.
- Reporting and Documentation: Create detailed documentation of proposed changes, project progress, and system specifications; generate reports to communicate insights.
- Training and Support: Assist in developing and delivering training materials and provide support for employees affected by new systems and processes.
Business analyst: Analytical thinking, problem solving, data modelling, process mapping, requirements definition, and proficiency with BA methodologies (e.g., BABOK, Agile, Waterfall).
Telephony Technical: Knowledge of PBX, IVR, ACD, CTI, and CRM integration. Experience with network protocols, middleware, D365, and databases.
Soft Skills: Excellent verbal, written, and listening communication skills, interpersonal skills, planning, organization, and ability to work with diverse stakeholders.
Qualifications: Bachelor's degree in IT, Business Information Systems, or related field preferred. Industry recognized BA certification is an advantage.