Senior Business Analyst - CX - 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 elicit and document business requirements.
• Analyze current contact center operations for improvement opportunities.
• Assist in testing, validation, and troubleshooting during deployments.
• Act as a liaison between business units, IT, and vendors.
• Maintain detailed documentation of requirements and configurations.
• Work independently and manage multiple priorities.
• Engage in user adoption and change management.
• Support a team-oriented culture that prioritizes personal and professional development.

Requirements

• Bachelor’s degree in business administration, Information Technology, or related field.
• 5+ years of experience as a Business Analyst.
• Strong understanding of Cisco Webex Contact Center.
• Experience with process flow design.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in tools such as Jira, Confluence, Visio, and Excel.
• Ability to multitask and meet tight deadlines.
• Strong stakeholder management and facilitation skills.
• Passion for improving customer experience through technology.
• Cisco certifications are a plus.

Benefits

• Full Benefits including Medical, Dental, and Vision.
• 401K match.
• 28 PTO Days including company holidays.
• Continuous training and professional development.
• Supportive, growth-oriented work environment.