01Overview
Position: Business Analyst (Contact Center)
Experience: 5+ Years
Location: Any Protiviti Location
Required Skills:
- 5+ years of experience as a Business Analyst.
- Experience in requirement gathering, analysis, and documentation.
- Robust expertise in BRD, FRD, SOW, use cases, process mapping, and user stories.
- Experience conducting stakeholder interviews, workshops, and requirement elicitation.
- Ability to create wireframes and functional specifications.
- Experience in UAT/pre-release testing and validating business requirements.
- Familiarity with Contact Center/Service Desk operations.
- Hands-on exposure to contact center platforms such as NiCE, Genesys, or Five9.
- Strong communication, stakeholder management, and analytical skills.
- Experience working in Agile and/or Waterfall environments is preferred.
This requirement is suitable for candidates from consulting firms or product organizations with experience in contact center technologies and business analysis. .
