Technical Business Analyst

Join the Brooksource team as a contractor supporting a Fortune 500 telecommunications client through a transformative merger integration initiative. We're seeking experienced Business Analysts to join a 70-person Desktop Applications team that supports 50,000+ customer service agents nationwide.

• Positions Available: 4
• Duration: Through December 2026 with high likelihood of extension into 2027+
• Work Arrangement: Flexible based on candidate location and background
• Client: Leading telecommunications company
• Team: Call Center Desktop Applications

You’ll play a critical role in one of the telecommunications industry's most significant merger integrations, working to align agent desktop tools, systems, platforms, and workflows across two major organizations. This is comparable in scope to major cable industry mergers and represents a rare opportunity to shape the future of customer service technology for a combined organization serving millions of customers.

Your work will focus on defining and implementing integrated agent experiences across sales, billing, repair, and support functions, ensuring seamless transitions and optimal agent productivity throughout the integration.

• Conduct comprehensive analysis of existing desktop tools, systems, and workflows
• Document agent journeys across multiple functional areas
• Map system integrations, dependencies, and technical architecture
• Identify opportunities for optimization and standardization

• Define integrated agent experience for combined organization
• Develop requirements for platform convergence and tool alignment
• Create detailed use cases and user stories for development teams
• Document technical and functional specifications
• Recommend solutions that balance people, process, and technology

• Lead cross‑functional working sessions with business and IT stakeholders
• Present findings and recommendations to senior leadership (VP/SVP level)
• Facilitate collaboration sessions across multiple organizations
• Build and maintain relationships across complex enterprise environment
• Serve as subject matter expert in leadership meetings and planning sessions
• Conduct detailed gap analysis between legacy systems and target state
• Identify integration risks, dependencies, and mitigation strategies
• Track cross‑functional blockers and drive resolution
• Provide regular status updates to program leadership
• Identify and champion quick win opportunities

• 5+ years of experience as Business Analyst, Technical BA, or Product Owner
• Strong requirements elicitation and documentation capabilities
• Proven expertise in gap assessment and process modeling
• Excellent use case and user story writing skills
• Demonstrated ability to translate between business and technical stakeholders
• Outstanding stakeholder management and executive presence
• Self‑starter mentality with ability to work independently
• Strong analytical and problem‑solving skills
• Must be authorized to work in US

• Industry Background: Experience with in major telecommunications or cable providers
• M&A Integration: Previous involvement in merger/acquisition integration activities
• Call Center Systems: Understanding of agent desktop tools and workflows
• Billing Systems: Familiarity with telecommunications billing platforms
• Tools: JIRA, SQL, Postman, Confluence, or similar BA tools
• Customer Operations: Understanding of sales, billing, repair, or support processes

• Direct reporting relationship to VP‑level leader
• Regular interface with senior business and IT leadership
• Work on initiatives directly tied to company's strategic future
• Shape agent experience for 50,000+ users
• Critical role in one of the industry's most significant integrations
• Opportunity for FTE conversion post‑integration for strong performers
• Develop expertise in complex enterprise system integration
• Build relationships with senior leadership across organization
• Gain valuable M&A integration experience applicable across industries
• Fast‑paced environment that…