CX Business Analyst

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

Summary:

Senior Business Analyst to lead and support the deployment of Webex Contact Center (Webex CC) solutions across enterprise environments. This role bridges the gap between business needs and technical implementation, ensuring seamless delivery of call center capabilities that enhance customer experience and operational efficiency.

HIERARCHY:  CX Business Analyst reports directly to the Software Solutions Practice Director who reports to the Vice President CX Practice who reports to the Managing Director of the Global Digital Transformation division who reports to the Chief Executive Officer.

PRIMARY DUTIES:

Business Analysis & Requirements Gathering

• Collaborate with stakeholders to elicit and document business requirements specific to virtual assistant and interaction flows for Genesys Cloud implementations.
• Analyze current contact center operations and identify opportunities for improvement through Genesys Cloud capabilities.
• Translate business needs into call flows and functional specifications

Solution Design & Deployment Support

• Partner with technical teams who are designing and configuring the Genesys Cloud features including routing, IVR and integrations
• Assist in testing, validation, and troubleshooting during deployment phases.
• Write test cases and lead system and user acceptance testing.

Stakeholder Engagement

• Act as a liaison between business units, IT, and vendors to ensure alignment and clear communication.
• Lead workshops, demos, and training sessions to support user adoption and change management.

Documentation & Reporting

• Maintain detailed documentation of requirements, configurations, and deployment plans.

COMPENTENCY:

• Strong understanding of Cisco Webex Contact Centeror other Contact Center architecture and capabilities
• Experience with process flow design.
• Strong foundational understanding of networking, phone systems and contact center solutions.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in tools such as Jira, Confluence, Visio, and Excel.
• Ability to work independently and manage multiple priorities.
• Strong stakeholder management and facilitation skills.
• Passion for improving customer experience through technology.
• Strong analytical and problem-solving skills
• Ability to cope with stressful situations and maintain a calm and professional demeanor
• Excellent written and verbal communication skills
• Ability to multitask, meet tight deadlines.
• Strong team and client focus, including ability to collaborate with clients.
• Attention to detail and accuracy

REQUIRED EDUCATION:

• Bachelor’s degree in business administration, Information Technology, or related field.
• Cisco certifications (e.g., CCNA, Webex CC Specialist) are a plus.

EXPERIENCE:

• 5+ years of experience as a Business Analyst, with at least 2 years in contact center or unified communications projects.

LANGUAGE SKILLS:  English

PHYSICAL DEMANDS: 

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Repetitive movements such as typing, mouse navigation, and scrolling.
• Ability to hear and comprehend spoken communication, both in person and via remote tools (e.g., phone, video conferencing).
• Ability to see and read computer screens and printed documents, including prolonged periods of screen time and the ability to adjust visual focus as needed.

WORK ENVIRONMENT: This role can be performed remotely from home.

EXPECTED HOURS OF WORK:  Typically, standard business hours Monday through Friday 8:00AM – 5:00PM.

TRAVEL: None

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Below is the pay range for this remote position. Final compensation will be determined based on the candidate’s qualifications and experience.

Pay Range:
C$77,500 – C$77,500 CAD (Remote – Canada)