Business Analyst, Call Center Technology: UCM App Team
Listed on 2026-09-17
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IT/Tech
IT Business Analyst, Business Systems & Technology Analysis
Description:
Hybrid 4/1 in Charlotte, NC
Our client is seeking a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application that enables call center operations. The role will collect and author business requirements, perform hands‑on configuration using JSON, write and execute SQL to inform prioritization and validation, conduct unit and user acceptance testing, and deploy and monitor changes. The ideal candidate will manage end‑to‑end enhancements without handing off configuration to a development team, communicate clearly with stakeholders, and operate proactively in a fast‑paced backlog environment.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $55.00 to $59.00/hr. w2
Responsibilities:- Gather, write, and secure approval of business requirements and BRDs for UCM enhancements.
- Perform hands‑on configuration of the UCM tool using JSON without developer handoff.
- Write and execute SQL queries to quantify impact, validate requirements, and support prioritization.
- Create test scripts, perform unit and UAT testing, and validate outcomes.
- Deploy approved configurations and monitor production for two weeks post‑release.
- Collaborate with stakeholders to refine scope, acceptance criteria, and delivery timelines.
- Translate high‑level business needs into technical specifications and documentation.
- Manage JIRA tickets and maintain clear traceability from request through release.
- 2+ years of hands‑on configuration experience for business applications, including JSON‑based configuration.
- Proficiency writing and executing SQL to answer defined business questions and support BRD development.
- Demonstrated ability to author BRDs and technical specification documents.
- Experience planning and executing UAT, including test script creation.
- Strong written and verbal communication with stakeholder‑facing leadership on calls.
- Experience with JIRA or similar ticketing systems preferred.
- Salesforce configuration experience considered transferable.
- Bachelor's degree in business, information management systems, or a related field.
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