CCaaS Business Analyst

Job Title: CCaaS Business Analyst
Location: Columbus, OH
Work Model: Hybrid (Remote Mondays & Fridays; Onsite Tuesdays–Thursdays)
Rate: $60-$70/hour
Contract Length: 6 months
Extension: Strong possibility of extension
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | No visa sponsorship available

We are seeking an experienced CCaaS Business Analyst to support a contact center transformation initiative in a large enterprise environment. This role will serve as the bridge between business stakeholders, contact center operations, IT teams, vendors, and delivery partners to gather requirements, document current and future-state processes, and help shape solutions across the CCaaS landscape.

The ideal candidate will bring strong experience in contact center operations and business analysis
, with the ability to translate business needs into clear functional requirements, user stories, process flows, and solution documentation. This individual will work across voice, IVR, routing, digital channels, agent workflows, reporting, and integrations to ensure the CCaaS solution meets both operational and customer experience goals.

This role is best suited for someone who is comfortable working in a complex enterprise setting, facilitating requirements workshops, partnering with technical and business teams, supporting testing and implementation, and maintaining strong documentation throughout the project lifecycle.

• Partner with business stakeholders, Contact Center Operations, Customer Experience teams, IT, and vendors to gather, analyze, and validate business requirements.
• Elicit and document functional and non-functional requirements for CCaaS capabilities including voice, IVR, routing, digital engagement, agent desktop, reporting, and integrations.
• Translate business needs into user stories, process maps, functional specifications, business rules, and acceptance criteria.
• Support current-state and future-state analysis to identify process improvements and solution opportunities.

• Work closely with contact center stakeholders to understand operational workflows, call routing models, escalation paths, customer journeys, and agent/supervisor needs.
• Document call flows, routing logic, queue structures, digital channel requirements, and operational use cases.
• Help define business requirements related to customer self-service, agent experience, supervisor workflows, and reporting needs.
• Support CCaaS platform initiatives involving systems such as Genesys Cloud, NICE CXone, Amazon Connect, Five9
  , or similar platforms.

• Facilitate workshops, interviews, working sessions, and requirement reviews with business and technical teams.
• Act as a liaison between business users and technical teams to ensure requirements are clearly understood and solutions align with business objectives.
• Partner with solution architects, developers, QA teams, PMs, and vendors to clarify requirements and support delivery.
• Build strong working relationships across a complex stakeholder environment and help drive alignment on priorities and decisions.

• Create and maintain high-quality project documentation including business requirements documents, workflow diagrams, use cases, user stories, gap analyses, and traceability matrices.
• Document business processes, operational pain points, dependencies, and opportunities for standardization or optimization.
• Support impact assessments and identify upstream/downstream implications of proposed changes.
• Produce executive-ready summaries, meeting materials, and decision-support documentation when needed.

• Support…