Senior Business Analyst-Contact Center

• Collaborate with business owners, users, and team members to gather and define requirements for new applications, system enhancements, and issue resolution.  

• Analyze data and create visualizations from a variety of platforms and tools to identify actionable insights. 

• Present and communicate innovative strategies and ideas to both business and technology stakeholders with clarity and confidence. 

• Partner with developers and peers to troubleshoot application issues, conducting root cause analyses and implementing solutions efficiently. 

• Research and assess the current business environment, delivering practical and actionable solutions to complex challenges. 

• Act as a key collaborator, fostering a team-focused environment where ideas and solutions are shared to achieve success together. This role is not a one-person show—you will work alongside a team to accomplish shared goals. 

• Act as the vital link between business users and IT, ensuring seamless communication across multiple lines of business. 

• Create and execute test cases for QA and facilitate user acceptance testing (UAT) with stakeholders. 

• Develop and maintain comprehensive documentation, including application guides and user manuals. 

• Proactively identify, escalate, and address risks and issues, ensuring all stakeholders are informed. 

• Manage project plans, driving timelines to achieve milestones and successful outcomes. 

• Conduct impact analysis of corporate projects and communicate findings to relevant stakeholders. 

• Identify and analyze patterns, trends, and anomalies to inform decision-making and strategy. 

• Explore opportunities to integrate new technologies, including automation and AI, as part of broader process improvements, always ensuring alignment with business goals. 
   

Skills/Requirements 
 

• Bachelor’s degree preferred; or equivalent combination of education, experience and training that provides the required knowledge and skills 

• Minimum 3 to 5 years of experience with enterprise systems as a business analyst with a demonstrated ability to work cross-functionally  

• Technical knowledge of the tools within a contact center for reporting, call routing, workforce management, and quality management such as NICE CXOne/IEX and Observe AI. Understand the KPIs of an omni-channel environment 

• Proficiency in data analytic and project management tools such as Microsoft Power BI and Smartsheet 

• Proficiency in Microsoft Office including Excel and Visio 

• Excellent verbal and written communication skills with an ability to communicate with vendors, internal customers, and senior leaders 
   

Who You Are 
 
You thrive in fast-paced, collaborative environments and understand that success is a team effort. You value teamwork, respect diverse perspectives, and actively seek opportunities to build relationships with colleagues and stakeholders. 
 
You are a professional who takes pride in your work and fully owns it, ensuring that every deliverable meets the highest standards. You see your responsibilities through to completion and are proud of the positive impact your work has on the team and the organization. 
 
You take interest in mentoring and helping others grow. You are eager to share your knowledge and provide guidance to others, ensuring they have the tools and confidence to succeed. 
 
You’re passionate about solving problems, detail-oriented, and energized by working with others toward common goals. If you’re someone who brings energy, insight, and precision to every project while lifting up those around you, we want to meet you! 
 
Join us, and together we’ll deliver meaningful solutions that fuel business success. 
 
"Caliber is an Equal Opportunity Employer"