Business Analyst CCaaS Implementation

Position: Business Analyst for CCaaS Implementation at Capgemini
Explore a rewarding opportunity as a Business Analyst for CCaaS implementation s onsite role involves closely collaborating with stakeholders to optimize contact center services.

In this pivotal position, you will engage with business teams and IT to gather requirements and design scalable CCaaS solutions.

Your role will feature responsibilities in gap analysis, workflow enhancements, and user training, particularly focusing on IVR systems and omnichannel solutions. Effective communication skills are essential for translating technical specifications to diverse audiences.

Key Responsibilities:

• Gather and analyze CCaaS business requirements

• Conduct gap analyses against CCaaS capabilities

• Design integrations and routing strategies for optimal workflows

• Train end-users on IVR and other systems

• Provide ongoing support post-implementation

Requirements:

• Bachelor’s degree in a relevant field

• Proven experience in CCaaS or contact center roles

• Knowledge of platforms like NICE CXone and Five9

• Strong analytical and interpersonal skills

• Ability to drive continuous improvement initiatives

Join Capgemini to enhance your career while shaping the future of contact center services.
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