Senior CCaaS Business Analyst

Job Description

Your Role

We are looking for a talented and experienced Senior CCaaS Business Analyst to join our team in Colombia. In this role, you will serve as a key bridge between business stakeholders and technical teams, driving the successful design and delivery of Contact Center as a Service (CCaaS) solutions. You will play a central role in shaping customer experience transformation projects across enterprise environments.

In this role you will play a key role in:

• Leading end-to-end requirements gathering sessions — including workshops, interviews, and walkthroughs — translating complex business needs into clear Business Requirements Documents (BRDs), Functional Requirement Documents (FRDs), User Stories, and Acceptance Criteria
• Creating and maintaining detailed documentation such as process flows, Visio diagrams (as-is/to-be), call flow designs, and integration requirement documents covering real-time and batch interfaces
• Managing and grooming user stories, epics, and sub-tasks in Jira, supporting sprint ceremonies including backlog grooming, sprint planning, reviews, and retrospectives across Agile delivery cycles
• Facilitating stakeholder engagement through requirement workshops, design walkthroughs, and sprint demos — acting as a client-facing SME who can articulate functional and technical concepts clearly to non-technical audiences
• Collaborating with onshore and offshore development and architecture teams to ensure accurate implementation of requirements, supporting UAT planning, defect triage, and weekly status reporting to leadership

Your Profile

We are looking for someone who brings both technical depth and strong interpersonal skills, with a passion for delivering impactful contact center solutions.

• 6+ years of Business Analysis experience in enterprise environments, with demonstrated expertise in CCaaS platforms such as NICE CXone, Genesys, or Avaya, including hands-on knowledge of omni-channel contact centers (Voice, Chat, Email, Digital) and contact center KPIs and SLAs
• Solid understanding of Workforce Management (WFM), contact center reporting and dashboards, and the ability to analyse current-state processes, identify gaps, and define target-state models
• Proven experience working within Agile and Scrum methodologies, including full SDLC delivery (Agile and Waterfall), with strong command of Jira for story management, workflows, and traceability
• Strong experience with integration concepts including real-time and batch interfaces, API-based and file-based integrations, and input/output parameter documentation
• Excellent written and verbal communication skills in English and Spanish, with the ability to lead discussions, influence decisions, and manage relationships across cross-functional and client-facing environments

What you'll love about working here

• Free access to learning platforms Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
• Digital campuses and academy Our engineering academy offers more than 60,000 hours of training, as well as our digital campus on GenAI, data or sustainability, supporting digital learning in the flow of work from awareness to expert certifications.
• Empowering environment Autonomy and goal setting are among the top scores with 8.4+ ratings in our monthly employee feedback Pulse.

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