Business Application Analyst Senior

Key Responsibilities

Business & Application

• Partner with business stakeholders to understand strategic objectives and translate them into clear, actionable application requirements.
• Define and maintain clear application goals, success measures, and outcomes aligned to business priorities.
• Provide ongoing application guidance, recommendations, and insights to support continuous improvement of CCaaS capabilities.
• Offer regular input and constructive feedback to delivery teams to ensure solutions align with intended business outcomes.

Platform Strategy & Roadmap

• Contribute to the definition and execution of the CCaaS platform roadmap, ensuring alignment with customer needs, business goals, and enterprise architecture standards.
• Identify opportunities to enhance platform functionality, efficiency, and user experience through new features, configuration changes, or process improvements.
• Stay current with industry trends, CCaaS innovations, and emerging technologies to inform platform strategy and future enhancements.
• Collaborate closely with product management, architecture, sales, marketing, and operations teams to prioritize enhancements and manage dependencies.

Development & Operations Support

• Provide functional and technical oversight throughout the design, development, implementation, and ongoing maintenance of CCaaS solutions.
• Act as a key contributor in solution design, ensuring reliability, scalability, performance, and security requirements are met.
• Analyze system performance and operational metrics to proactively identify risks, issues, or optimization opportunities.
• Support the integration of the CCaaS platform with enterprise systems such as CRM solutions (e.g., Salesforce, Microsoft Dynamics) and other third‑party applications.

Agile Delivery & Collaboration

• Actively participate in agile delivery activities such as sprint planning, backlog refinement, stand‑ups, and retrospectives.
• Define and refine user stories, acceptance criteria, and functional specifications to support efficient delivery.
• Serve as a subject‑matter expert to development teams, helping clarify requirements and resolve functional or integration‑related questions.
• Promote best practices in documentation, testing, and release readiness across the CCaaS lifecycle.

Vendor & Stakeholder Engagement

• Manage day‑to‑day working relationships with CCaaS vendors and technology partners, ensuring solutions meet agreed service and quality standards.
• Evaluate vendor capabilities, product offerings, and roadmaps to support informed decision‑making.
• Act as a primary liaison between technical teams and internal stakeholders, providing clear updates on platform changes, risks, milestones, and delivery progress.
• Support contract, licensing, and service‑related discussions by providing application insight and usage analysis.

Skills & Experience

• Extensive experience in business application analysis, preferably within CCaaS or contact center technologies.
• Strong understanding of contact center platforms, omnichannel solutions, IVA, routing, workforce engagement, and analytics.
• Proven ability to translate complex business needs into clear functional and technical requirements.
• Experience supporting agile delivery teams and enterprise system integrations.
• Strong stakeholder management, communication, and influencing skills.
• Analytical mindset with the ability to balance strategic thinking and hands‑on problem solving.
• Experience working with CCaaS or customer experience platforms in an enterprise environment.