Contact Center Business Analyst

About the role

Vernovis is a Total Talent Solutions company specializing in Technology, Cybersecurity, Finance & Accounting functions. We match professionals with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.

Responsibilities

• Partner directly with Contact Center business stakeholders to gather, analyze, document, and validate business and system requirements for new initiatives and enhancements.
• Serve as the liaison between business users and technical teams, facilitating discussions, clarifying requirements, and helping resolve functional issues.
• Create clear business requirements, process documentation, user stories, and supporting documentation to ensure successful project delivery.
• Support the day-to-day administration of the contact center platform by performing basic user administration, adds, moves, changes, and other Tier 1 support activities while developing deeper platform expertise.
• Collaborate with cross-functional teams to identify opportunities for process improvements and support the successful implementation of contact center technology solutions.

Requirements

• Strong Business Analyst experience with a proven ability to gather, document, and communicate business requirements.
• Excellent verbal and written communication skills with the confidence to work effectively with stakeholders at all organizational levels.
• Experience supporting or partnering with a Contact Center environment; exposure to any contact center platform (NICE, Five9, Genesys, Cisco, Amazon Connect, etc.) is preferred but not required.
• Demonstrated ability to learn new technologies quickly and an interest in developing hands-on administrative knowledge of a contact center platform.
• Strong analytical, problem-solving, and relationship-building skills with the ability to balance business needs and technical solutions.

Qualifications

• Currently authorized to work in the United States on a full-time basis.

Skills

• Strong Business Analyst experience.
• Excellent verbal and written communication skills.
• Experience supporting or partnering with a Contact Center environment.
• Strong analytical, problem-solving, and relationship-building skills.

Benefits

• Health, Dental, Vision, Voluntary Short & Long-Term Disability, Voluntary Life Insurance, and 401K.

Pay

• Details TBA.

Schedule

• Details TBA.

Company Information

Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws. Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.