Business Analyst with Contact Center

1 week ago

Toronto, Canada Virtusa Full time

Good BA Experience with knowledge of Contact Center is mandatory
- Experience in working directly with clients on Contact Center Analytics use cases
- Contact Center Experience: Working knowledge in contact center operations/ products and business processes.
- Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements.
- Document business requirements, functional/non-functional requirements, use cases and call flows.
- Define Business Solutions around IVR and Routing Requirements.
- Knowledge of CCAS experience - good to have
- Experience on Business Analysis tools like JIRA / Visio etc

**Job Types**: Full-time, Permanent, Fixed term contract

**Salary**: From $90,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Schedule:

- 8 hour shift

**Experience**:

- Contact center: 4 years (required)
- IVR: 2 years (required)
- CCAS: 2 years (required)
- Jira: 5 years (required)

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