Senior Administrator - Cisco Contact Center
Technology, Data & Digital · Data, AI & Analytics · Data Analysis · Business Intelligence · Product Management
In short
The Contact Center Business Analyst analyzes contact center operations, gathers business requirements, and recommends process and technology improvements. Key responsibilities include documenting requirements, identifying process improvements, developing reports and dashboards, and coordinating with various teams. The role requires a Bachelor's degree and 3+ years of experience in a contact center environment.
Responsibilities
- Gather, document, and manage business requirements.
- Identify process improvement opportunities and recommend solutions.
- Develop reports, dashboards, and operational insights using data analytics tools.
- Support implementation of contact center technologies.
- Participate in testing, UAT, and system enhancements.
- Coordinate with business, operations, IT teams, and vendors to deliver projects.
- Track project risks, issues, and action items.
- Prepare documentation, training materials, and stakeholder communications.
Requirements
- Bachelor's degree in Business, Information Systems, Analytics, or related field.
- 3+ years of Business Analyst experience, preferably in a contact center environment.
- Strong analytical, problem-solving, and communication skills.
- Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms is preferable.
- Knowledge of Agile/Waterfall methodologies is preferred.
#Cisco Contact Center#Business Analyst#Data Analytics#Process Improvement#Stakeholder Management#Project Coordination#Customer Experience
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Noida, India
Qualification
Bachelor
Applicants
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