Certified Business Analyst - Google CCaaS Implementation

Job Description

<p><b>Certified Business Analyst - Google CCaaS Implementation</b></p><p><br></p><p><b>Job Summary:</b></p><p>We are seeking a detail-oriented and experienced Certified Business Analyst to join our team for a Google Contact Center as a Service (CCaaS) implementation. The primary focus of this role will be to elicit, analyze, and document business requirements. You will act as a crucial liaison between business stakeholders and the technical implementation team, ensuring that the solution accurately reflects and supports business needs.</p><p><br></p><p><b>Key Responsibilities:</b></p><ul><li><b>Requirements Elicitation:</b> Conduct interviews, workshops, and stakeholder meetings to gather comprehensive business requirements for the Google CCaaS implementation.</li><li><b>Configuration Mapping:</b> Analyze business processes and translate them into detailed configuration requirements for the CCaaS platform. This includes understanding how different business functions will be mapped to the platform's settings and features.</li><li><b>Agent Mapping:</b> Define requirements for agent profiles, roles, permissions, and workflows within the CCaaS environment. This involves understanding how agents will interact with the system and ensuring the configuration supports efficient agent performance.</li><li><b>Documentation:</b> Create clear, concise, and comprehensive documentation, including Business Requirements Documents (BRDs), specifications, and process flows.</li><li><b>Gap Analysis:</b> Identify and document any gaps between current business processes and the capabilities of the Google CCaaS platform, proposing solutions to bridge these gaps.</li><li><b>Validation and Testing Support:</b> Work with QA teams to validate that the implemented solution meets the defined business requirements and assist in user acceptance testing (UAT).</li></ul><p><br></p><p><b>Qualifications:</b></p><ul><li>Bachelor's degree in business administration, Information Technology or a related field, or equivalent practical experience.</li><li>Certification in Business Analysis is an asset</li><li>Entry Certificate in Business Analysis (ECBA™) is a minimum</li><li>Or Certification of Capability in Business Analysis (CCBA®)</li><li>Or Certified Business Analysis Professional (CBAP®)</li><li>Proven experience as a Business Analyst</li><li>Demonstrated experience in requirement gathering, analysis, and documentation.</li><li>Excellent analytical, problem-solving, and critical thinking skills.</li><li>Strong communication, interpersonal, and facilitation skills.</li><li>Familiarity with Google Cloud products and services, particularly related to Contact Center AI (CCAI) Platform, is highly desirable but not required</li></ul><p><br></p><p><b>ACCESSIBILITY</b></p><p>We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.</p><p><br></p><p>Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or accessibility@fxinnovation.com to make arrangements.</p><p><br></p><p>If you have questions regarding accessible employment at Ateko please email our Human Resources team at accessibility@fxinnovation.com</p><p><br></p><p>Ateko</p><p>Derek Weber - Senior Recruiter</p><p>derek.weber@ateko.com</p>