Business Application Analyst Senior

Key Responsibilities

Business & Application

• Partner with business stakeholders to understand strategic objectives and translate them into clear actionable application requirements.
• Define and maintain clear application goals success measures and outcomes aligned to business priorities.
• Provide ongoing application guidance recommendations and insights to support continuous improvement of CCaaS capabilities.
• Offer regular input and constructive feedback to delivery teams to ensure solutions align with intended business outcomes.

Platform Strategy & Roadmap

• Contribute to the definition and execution of the CCaaS platform roadmap ensuring alignment with customer needs business goals and enterprise architecture standards.
• Identify opportunities to enhance platform functionality efficiency and user experience through new features configuration changes or process improvements.
• Stay current with industry trends CCaaS innovations and emerging technologies to inform platform strategy and future enhancements.
• Collaborate closely with product management architecture sales marketing and operations teams to prioritize enhancements and manage dependencies.

Development & Operations Support

• Provide functional and technical oversight throughout the design development implementation and ongoing maintenance of CCaaS solutions.
• Act as a key contributor in solution design ensuring reliability scalability performance and security requirements are met.
• Analyze system performance and operational metrics to proactively identify risks issues or optimization opportunities.
• Support the integration of the CCaaS platform with enterprise systems such as CRM solutions (e.g. Salesforce Microsoft Dynamics) and other thirdparty applications.

Agile Delivery & Collaboration

• Actively participate in agile delivery activities such as sprint planning backlog refinement standups and retrospectives.
• Define and refine user stories acceptance criteria and functional specifications to support efficient delivery.
• Serve as a subjectmatter expert to development teams helping clarify requirements and resolve functional or integrationrelated questions.
• Promote best practices in documentation testing and release readiness across the CCaaS lifecycle.

Vendor & Stakeholder Engagement

• Manage daytoday working relationships with CCaaS vendors and technology partners ensuring solutions meet agreed service and quality standards.
• Evaluate vendor capabilities product offerings and roadmaps to support informed decisionmaking.
• Act as a primary liaison between technical teams and internal stakeholders providing clear updates on platform changes risks milestones and delivery progress.
• Support contract licensing and servicerelated discussions by providing application insight and usage analysis.

Skills & Experience

• Extensive experience in business application analysis preferably within CCaaS or contact center technologies.
• Strong understanding of contact center platforms omnichannel solutions IVA routing workforce engagement and analytics.
• Proven ability to translate complex business needs into clear functional and technical requirements.
• Experience supporting agile delivery teams and enterprise system integrations.
• Strong stakeholder management communication and influencing skills.
• Analytical mindset with the ability to balance strategic thinking and handson problem solving.
• Experience working with CCaaS or customer experience platforms in an enterprise environment.