CCaaS Business Analyst
Blue Star Partners LLC · Posted Mar 31, 2026
- Columbus, Ohio, United States
- Hybrid
- Contract · Mid
- $60–$70 per hour
- 5+ years
Support a contact center transformation initiative by gathering requirements, documenting processes, and shaping CCaaS solutions.
Compensation
Rate: $60-$70/hour
Responsibilities
- Partner with business stakeholders, Contact Center Operations, Customer Experience teams, IT, and vendors to gather, analyze, and validate business requirements.
- Elicit and document functional and non-functional requirements for CCaaS capabilities including voice, IVR, routing, digital engagement, agent desktop, reporting, and integrations.
- Translate business needs into user stories, process maps, functional specifications, business rules, and acceptance criteria.
- Support current-state and future-state analysis to identify process improvements and solution opportunities.
- Document call flows, routing logic, queue structures, digital channel requirements, and operational use cases.
Requirements
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field
- Nice to have: Hands-on experience supporting CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9
- Nice to have: Experience with CRM and enterprise integrations related to contact center platforms
- Nice to have: Familiarity with contact center reporting, analytics, KPIs, workforce workflows, and customer journey analysis