Senior Business Analyst

Base pay range

$65.00/hr - $73.00/hr

The Business Analyst will play a key role in supporting contact center and customer operations initiatives. This position involves gathering and analysing business requirements, mapping processes, and collaborating across multiple business units to deliver effective solutions. The ideal candidate will have strong analytical skills, experience with reporting and analytics, and a deep understanding of contact centre workflows and technologies.

• Analyse and document business requirements for contact centre systems and workflows.
• Develop process maps and visualisations using tools like Visio, Lucidchart, or Figma.
• Collaborate with stakeholders across business units to align priorities and deliver solutions.
• Support reporting and analytics efforts, including KPI definitions and dashboard creation.
• Ensure seamless integration between agent desktop platforms and related systems.

• Bachelor's degree in Business, Information Systems, Operations, or equivalent experience.
• 5+ years of experience as a Business Analyst, preferably in contact centre or customer operations.
• Strong understanding of agent desktop workflows and system integrations.
• Proficiency in reporting/analytics environments and visualisation tools.
• Excellent analytical, organisational, and communication skills.

• Familiarity with platforms like Salesforce Service Cloud, AWS Connect, Pega, and other CRMs.
• Experience with BI tools such as Tableau, Power BI, or Looker.
• Knowledge of Agile methodologies and user‑centred design principles.
• Background in large, multi‑unit organisations or shared services environments.

• IVR
• Contact Centre Systems
• Salesforce Service Cloud
• AWS Connect

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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