# Business Analyst (Contact Center Domain)

**Company**: Capgemini
**Location**: Bengaluru
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/kJrnHas1ajczQ2vR1hpUsW/hybrid-business-analyst-(contact-center-domain)-in-bengaluru-at-capgemini
**Canonical**: https://yubhub.co/jobs/job_373cf7fb-bb7

## Description

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.

The primary responsibilities of this role include leading business analysis activities for Contact Center transformation and customer experience projects, collaborating with business stakeholders to understand current processes, pain points, and desired outcomes, translating business requirements into functional specifications and user stories, and working with cross-functional teams to design and validate Contact Center workflows and integrations.

In addition, the successful candidate will 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, and provide continuous support during deployment and post-go-live stabilization.

To be successful in this role, you will need to have 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, and excellent communication, stakeholder management, and documentation skills.

## Skills

### Required
- Business Analysis
- Contact Center Projects
- Microsoft Dynamics
- Customer Journey Mapping
- Communication
- Stakeholder Management
- Documentation

### Nice to have
- Genesys
- NICE
- Five9
- Avaya
- Microsoft Digital Contact Center Platform