Business Process Engineering Analyst III

About the Role

The Analyst of Business Process Engineering is responsible for supporting the end-to-end architecture of operational workflows and the rigorous governance of business rules. Reporting to the Manager of Business Process Engineering, this analyst will eliminate operational silos by centralizing logic across CXO Systems, Teams, & Processes to ensure a seamless experience for both customers and frontline agents. This position will include a strong focus on AI enablement.

Objectives (What Success Looks Like)

• Design and implement end-to-end operational workflows that streamline customer and agent touchpoints to achieve target team efficiency OKRs
• Diagnose and eliminate workflow inefficiencies, leveraging data-driven insights to remove friction across diverse channels
• Govern and centralize the departmental business rule repository, ensuring 100% of operational logic is documented, audited, and communicated
• Coordinate with the Change Control Board (CCB) and PMO to execute seamless deployment plans for new product launches and system migrations
• Collaborate with cross-functional stakeholders to prevent isolated system updates and maintain a unified agent platform experience
• Apply AI-driven automation solutions to optimize processes, reducing manual tasks and enhancing self-service capabilities

Core Skills and Competencies

• Strong skills in CRM and Knowledge Management (KM) platforms, specifically regarding their integration with telecom architectures
• Critical experience in contact center operations and optimizing the frontline agent experience
• AI literacy to identify and deploy process automation opportunities within business workflows
• Ability to resolve complex business problems through structured, scalable operational design
• Critical experience driving end-to-end organizational change management in fast-paced environments
• Ability to influence senior leadership stakeholders while maintaining alignment with frontline operational realities

Qualifications

• Minimum Education: Bachelor's Degree in Business, Engineering, Customer Experience, or a related field
• Minimum Experience: 2 years of experience in Customer Experience Operations, Process Engineering, or Product Management
• Required Technical Skills: CRM or Knowledge Management (KM) systems; Contact center operations and customer experience platforms; Process mapping and documentation of business rules
• Master's Degree in Business Administration, Engineering, or a related field (preferred)
• Six Sigma Green Belt, Black Belt, or LEAN process certification (preferred)
• Visa sponsorship not available for this role
• Candidates must be willing to participate in at least one in-person interview

Pay

Compensation: $63,150.00/Year - $90,000.00/Year. The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.