Technical BSA - Calabrio/WFM
Job in
Chesterfield, St. Louis city, Missouri, 63005, USA
Listed on 2026-06-13
Listing for:
Zeektek
Full Time
position Listed on 2026-06-13
Job specializations:
-
IT/Tech
IT Business Analyst, Systems Analyst, Data Analyst, Business Systems/ Tech Analyst
Job Description & How to Apply Below
Location: Chesterfield
We are seeking a Technical Business Systems Analyst with experience in Workforce Management (WFM) platforms, particularly Calabrio and other enterprise-level WFM tools. This individual will play a key role in the migration of Calabrio to TPG's WFM platform, supporting the transition by analyzing business processes, gathering requirements, and coordinating with technical and business teams to ensure a smooth implementation.
This is a hands-on, high-impact role ideal for a systems analyst with strong technical aptitude, a deep understanding of contact center operations, and a proven track record of successful system transitions and tool adoption.
Key Responsibilities:
- Lead and support the end-to-end migration from Calabrio to the TPG WFM platform
- Gather, analyze, and document business and technical requirements from cross-functional stakeholders
- Collaborate closely with operations, IT, and vendor teams to ensure system alignment and functional readiness
- Map current-state WFM configurations in Calabrio and define future-state workflows in TPG
- Identify gaps, risks, and process improvements as part of the migration strategy
- Assist with system configuration, user acceptance testing (UAT), and post-go-live support
- Create clear documentation, user guides, and training materials for business and technical users
- Support data migration, integration points, and validation processes across systems
- Ensure compliance with internal governance, change management, and security protocols
- 5+ years of experience as a Business Systems Analyst, with at least 2 years in a technical BSA role
- Hands-on experience with Calabrio or similar WFM tools (e.g., NICE, Verint, TPG Team Manager, Genesys WFM)
- Strong understanding of contact center workflows, forecasting, scheduling, and adherence models
- Experience working on system migrations, platform transitions, or enterprise tool implementations
- Proficiency with tools such as SQL, Excel, and process modeling tools (e.g., Visio, Lucidchart)
- Solid experience gathering business requirements and converting them into functional specifications
- Experience working in Agile or hybrid development environments
- Excellent verbal and written communication skills
- Prior experience with TPG Team Manager or similar resource planning platforms
- Familiarity with APIs, data integrations, and enterprise scheduling logic
- Experience in regulated industries such as healthcare, finance, or telecommunications
- Knowledge of Jira, Confluence, or other project management tools
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