Contact Center Business Analyst
5 days ago
**Contact Center Business Analyst**
**People Management: No**
**Travel Required: Occasional**
**Location: Markham, Ontario**
**Join our Team**:
We are looking to hire a Contact Center Business Analyst to join our growing CX Transformation team. In this role, you will work as part of a team that helps lead initiatives and projects towards deployment and success.
This role is based in our **Markham, Ontario** **office** on sunny, green Allstate Parkway. We are conveniently located near Highway 404, with a direct connection to the Don Valley Parkway (DVP). The communities of Richmond Hill, Aurora, Newmarket, Scarborough, and North Toronto are located very close to our offices. We are focused on team participation and commit to working a minimum of three days a week in the office and an option of two days a week from home.
The **Business Analyst **will be part of a professional, friendly, and fun-loving team that prioritizes its corporate culture focused on four foundational core values:
- Put Integrity First
- Think “We” not “Me”
- Be Passionate
- Execute Flawlessly
**Who We Need**:
The** Business Analyst** will draw on past experience to curate well-articulated business requirements to lead our technical team to develop solutions for client needs.
Responsibilities include eliciting business requirements from clients in an agile cadence within our sprint calendars to meet production release criteria. You will need to work effectively with all members of the project team to cohesively produce results that exceed client expectations.
Success in this position is driven by your ability to understand the client’s current capabilities and business needs and coordinate the efforts of the Technical Team to design, execute and improve solutions to meet those needs.
The overall success of the BA team is founded on the collective efforts of all members to work together to create seamless solutions, not only to meet the business need but to anticipate future requirements as our clients continue to grow.
**What You’ll Do**:
- Lead requirements elicitation with client staff on assigned projects
- Continue to build expertise within specified domains throughout project work
**What You’ll Need**:
- A degree in business administration or communication
- Strong technical understanding of multiple types of enterprise systems on various platforms like FIVE9 or any other Contact Center/telephony platform with the ability to understand and create process and system diagrams
- Strong written and oral communication skills
- Proven analytical, evaluative, and problem-solving abilities required
- Ability to work individually as well as part of a collaborative team
- Microsoft Office Suite of products (Word, Excel, PowerPoint)
**What We Offer**:
- A competitive compensation package
- Health, dental and vision coverage
- Paid life insurance and long-term disability coverage
- 401k program with Company matching contributions
- Hybrid work model
- Empowered Company culture
- Paid professional development
- Recognition programs
- Open-door policy
- Diverse team makeup
- Participation in Company-sponsored charitable causes
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