CX Business Analyst - Remote

Overview

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

In Short

• Lead and support the deployment of Webex Contact Center solutions.
• Bridge the gap between business needs and technical implementation.
• Collaborate with stakeholders to document business requirements.
• Analyze contact center operations for improvement opportunities.
• Partner with technical teams on Genesys Cloud features.
• Assist in testing and validation during deployment phases.
• Maintain detailed documentation of requirements and configurations.
• Act as a liaison between business units, IT, and vendors.
• Lead workshops and training sessions for user adoption.
• Strong understanding of Cisco Webex Contact Center.

Requirements

• Bachelor’s degree in business administration, Information Technology, or related field.
• 5+ years of experience as a Business Analyst.
• Experience in contact center or unified communications projects.
• Cisco certifications are a plus.
• Excellent analytical and communication skills.
• Proficiency in tools such as Jira, Confluence, Visio, and Excel.
• Ability to work independently and manage multiple priorities.
• Strong stakeholder management and facilitation skills.
• Attention to detail and accuracy.
• Ability to cope with stressful situations.

Benefits

• Full benefits including medical, dental, and vision.
• 401K match.
• 28 PTO Days including company holidays.