New

Contact Center Business Analyst

TEKsystems
$50.00 - $65.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, San Diego
Jul 08, 2025
Top Skills * Strong documentation and writing skills * Experience working with cross-functional technical teams and functional business stakeholders * General understanding of Salesforce, ServiceNow, with contact center and telephony background * Experience with NICE and understanding of other telephony products BA Duties: Creates business requirement documents (BRD's) and functional specifications in the project wiki. Uses a standard Given/When/Then format. Documents User, Team and Skill Matrixes as needed per project. Documents DID and 800# changes/port lists Creates a before and after Visio document of the proposed project changes Reviews the documentation with the Dev lead and Business to validate the documentation is correct and no changes are necessary. Creates the initial Dev User story in Jira linking the wiki. Will be assisted by the dev lead on scheduling. Will work with Dev team during development for any questions or changes Attends a weekly planning call to go over project timelines Document test cases between UAT and prod checkout in a standard format Tools* Confluence Jira Visio Word Excel Nice General Knowledge Telecom terms and process' Call center background General DB background Contact flow knowledge a must Call center reporting background Pay and Benefits* The pay range for this position is $50.00 - $65.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 11, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.