Business Analyst - Contact Center Domain

Business Analyst (Contact Center Domain)

We are looking for an experienced Business Analyst with strong exposure to Contact Center projects and a solid understanding of Microsoft Dynamics. The ideal candidate will work closely with business stakeholders, solution architects, and technical teams to gather requirements, design solutions, and support implementation in complex customer engagement environments.

Primary Responsibilities

• Lead business analysis activities for Contact Center transformation and customer experience projects.
• Collaborate with business stakeholders to understand current processes, pain points, and desired outcomes.
• Translate business requirements into functional specifications and user stories.
• Work with cross-functional teams to design and validate Contact Center workflows and integrations.
• Conduct requirement workshops, gap analysis, and process mapping.
• Support testing activities including UAT, functional testing, and validation of implemented solutions.
• Ensure alignment of requirements with Microsoft Dynamics capabilities.
• Provide continuous support during deployment and post‑go‑live stabilization.

Requirements

Primary Skills :

• Strong hands-on experience as a Business Analyst in Contact Center Projects.
• In-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.).
• Ability to define customer journeys, contact flows, and service processes.
• Excellent communication, stakeholder management, and documentation skills.

Secondary Skills (Good to Have)

Experience with any of the following Contact Center platforms:

• Genesys
• NICE
• Five9
• Avaya
• Microsoft Digital Contact Center Platform

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

Experience Level

Mid Level