- Bachelor’s degree in IT, Business Information Systems, or a related field
- Business Analysis certification (e.g., CBAP, CCBA, or other industry-recognized BA certifications) is advantageous
- Proven experience in business analysis, preferably in telephony or contact center environments
- Hands-on knowledge of PBX, IVR, ACD, CTI, and CRM systems integration
- Experience with process improvement, workflow analysis, and system implementation projects
- Familiarity with network protocols, security concepts, middleware, Microsoft D365, and database systems

- Conduct stakeholder interviews to understand current telephony processes and pain points
- Define business needs for new or improved telephony systems
- Evaluate workflows and systems to identify inefficiencies or cost-saving opportunities
- Recommend improvements to enhance internal and customer-facing communications
- Formulate and propose telephony or system enhancements
- Present solutions to stakeholders, demonstrating benefits and ROI
- Act as a bridge between technical teams (developers, network engineers) and business units
- Translate technical specifications into business-friendly language and vice versa
- Create detailed documentation of proposed changes, project progress, and system specifications
- Generate reports to communicate insights and findings
- Assist in developing training materials and provide guidance to employees impacted by new systems

- Analytical thinking, problem-solving, requirements definition, process mapping, and data modeling
- Knowledge of BA methodologies (e.g., BABOK, Agile, Waterfall)
- Understanding of PBX, IVR, ACD, CTI, and CRM systems
- Experience with middleware, D365, databases, network protocols, and security concepts
- Excellent communication (verbal and written), listening, interpersonal, planning, and organizational skills
- Ability to manage time effectively and work with diverse stakeholders