Jobs → Data & Analytics → Business Analyst

About the Role We are seeking an experienced Contact Center Business Analyst to support a large-scale contact center transformation initiative for a Health Care & Life Sciences company. Key Responsibilities • Lead discovery workshops, interviews, and working sessions with business, operations, and technical stakeholders • Gather and validate information on current customer journeys, agent workflows, business processes, and service operations • Identify operational pain points, risks, process gaps, and improvement opportunities • Assess the current-state environment and identify areas requiring further analysis or clarification Requirements • Produce current-state assessments, process flows, inventories, journey maps, and business requirements documentation • Maintain discovery artifacts, including assumptions, risks, dependencies, action items, and decision logs • Organize and document findings to support downstream solution design, migration planning, and implementation activities • Prepare executive and stakeholder-ready summaries of discovery outcomes