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We are seeking an experienced Contact Center Business Analyst (Senior BA) / Contact Center Discovery Consultant to support a large-scale contact center transformation initiative.
The primary responsibility of this role is to lead discovery activities and document the current-state contact center environment, including customer journeys, agent workflows, IVR structures, routing models, telephony configuration, operational processes, applications, integrations, and supporting business requirements for a Health Care & Life Sciences company.
This role will work closely with business stakeholders, operations leaders, supervisors, agents, and technical SMEs to gather and document information required for a future-state transformation effort. The role is not responsible for solution architecture, platform design, software development, or implementation activities.
The ideal candidate brings strong facilitation, discovery, and documentation skills, along with practical contact center operations experience. They excel at gathering and validating information, uncovering operational dependencies, and producing clear discovery artifacts that enable architects and delivery teams to design and implement future-state solutions.
Key Responsibilities
Discovery & Stakeholder Engagement
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.
Facilitate walkthroughs and reviews to ensure findings are complete and accurate.
Current-State Contact Center Assessment
Document the existing contact center environment, including queues, routing models, IVRs, phone numbers (DNIS), channels, applications, and integrations.
Capture interaction flows, business rules, escalation paths, transfer scenarios, and exception handling processes.
Gather operational metrics, support models, service hours, organizational dependencies, and vendor responsibilities.
Assess the current-state environment and identify areas requiring further analysis or clarification.
Requirements & Discovery Deliverables
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.
