Job Title

We are seeking a results-driven Business Analyst with proven experience in Call Center as a Service (CCaaS) environments to join our global operations team. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a solid understanding of contact center platforms and customer service workflows.Key Responsibilities:Analyze and optimize business processes related to CCaaS platforms and customer support operations.Gather and translate business requirements into functional specifications for cross-functional teams.Monitor performance metrics and provide actionable insights to improve efficiency and customer experience.Collaborate with stakeholders globally to drive continuous improvement initiatives.Support the implementation and integration of CCaaS tools across regions.Qualifications:Experience in CCaaS or customer service environments.Solid understanding of cloud contact center platforms (e.g., Genesys, Five9, NICE, Amazon Connect).Strong data analysis skills (Excel, SQL, BI tools).Excellent written and verbal communication skills in English.