Contact Center Business Analyst

Overview The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth. In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below: Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements Participate in design discussions to capture software specifications, and aid in creation of process documentation. Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository Your Contribution To The Team An agile mindset with effective communication and problem-solving skills. The ability to work on majority of the areas as part of SDLC lifecycle Passion for innovating solutions that drive progress and meet future challenges. A proactive approach to monitoring and resolving production issues before they escalate. Commitment to continuous learning, knowledge sharing, and fostering team development Required Skill And Experience Experience in digital modernization initiatives across Contact Center, Customer Experience (CX), CRM, and CCaaS platforms. Business Analysis & Functional Consulting Lead discovery workshops, stakeholder interviews, and requirements gathering sessions. Elicit, analyze, document, and prioritize business, functional, and non-functional requirements. Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria. Translate business needs into solution designs that align with organizational goals. Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams. Preferred Skill And Experience Contact Center & Customer Experience Transformation Support enterprise CCaaS and CRM transformation initiatives. Analyze existing customer service workflows and identify opportunities for automation and optimization. Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements. Additional Required Qualifications Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. This position may require relocation and/or travel to work/project location. Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future. Additional Details Estimated annual compensation range for this role will be as follows: In CA / WA / NY / CO, IL, MN, NJ: $ 62000 to $ 86800 In Washington, DC: $62600 to $ 76100 Benefits Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits: Medical/Dental/Vision/Life InsuranceLong-term/Short-term DisabilityHealth and Dependent Care Reimbursement AccountsInsurance (Accident, Critical Illness , Hospital Indemnity, Legal)401(k) plan and contributions dependent on salary levelPaid holidays plus Paid Time Off About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.