Business Analyst

About Company

About Client:

• Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.
• Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.
• Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

• Job Title:- Business Analyst Contact Center

• Location

  : Bangalore

• Experience

  : 5 +Years

• Job Type

  : Contract to hire.

• Notice Period

  :- Immediate joiners.

• Mandatory Skills

  : RingCentral, Salesforce, Oracle ERP, Jira project management tool,

JD:-

Act as the primary point of contact for all technical and functional aspects of contact center platforms preferably RingCentral if not any other Contact Center like Genesys Avaya NICE Five9 is ok

Collaborate with IT operations and vendor teams to implement and maintain contact center technologies including IVR ACD WFM CRM and CTI systems

Convert business needs into clear technical requirements and oversee the implementation to ensure effective solution delivery

Provide expertlevel support for troubleshooting system issues and coordinating resolution efforts

Lead or support UAT User Acceptance Testing system upgrades and configuration changes

Analyze contact center performance data and recommend improvements in processes tools and technologies

Train and mentor agents team leads and other stakeholders on system functionalities and best practices

Ensure compliance with data security privacy and regulatory standards in all technical implementations

Skills

Mandatory Skills :