Job Title

Job Overview:We are seeking a detail-oriented and proactive Business Analyst (BA) with experience in telephony systems, Computer Telephony Integration (CTI), and Salesforce integration projects to support a discovery and onboarding initiative for a modern Contact Center platform. This role will act as a critical liaison between business stakeholders and the engineering team responsible for platform configuration and implementation.The ideal candidate will also bring light Scrum Master experience, capable of facilitating Agile ceremonies and tracking progress in a collaborative environment.Key Responsibilities:Lead requirement-gathering sessions with business stakeholders for contact center onboarding.Analyze and document current-state and future-state workflows, especially for telephony and CTI use cases.Translate business needs into clear, actionable requirements and user stories for contact center engineering teams.Collaborate with Salesforce teams to align contact center integration requirements.Act as the primary point of contact between stakeholders and engineers during the discovery phase.Coordinate and manage communication across multiple stakeholders, ensuring alignment and timely delivery of discovery outputs.Facilitate Agile/Scrum ceremonies such as stand-ups, backlog grooming, and sprint planning in a limited Scrum Master capacity.Track and report on discovery progress, risks, and issues.Maintain comprehensive documentation of requirements, decisions, and process flows.Qualifications:5+ years of experience as a Business Analyst, preferably in a contact center or telephony environment.Experience with CTI technologies, telephony platforms (e.g., Genesys, Avaya, Amazon Connect, etc.), and integration with Salesforce.Strong understanding of Contact Center operational workflows.Experience working in Agile environments and familiarity with Scrum ceremonies.Excellent communication and stakeholder management skills.Ability to create detailed process flows, requirements documents, and user stories.Comfortable facilitating meetings and driving alignment across business and technical teams.Prior experience in a discovery or pre-implementation phase is a strong plus.Scrum Master certification (CSM or equivalent) is a plus, but not required.Preferred Tools and Technologies:Salesforce (Service Cloud or CRM integrations)Contact Center platforms (e.g., Genesys, NICE, Five9, Amazon Connect)CTI middleware solutionsJira, Confluence, Lucidchart (or other process documentation tools)