Business System Analyst (Contact centre, IVR ecosystem) - Hybrid

at  Cognizant

At Cognizant, our global community sets us apart—an energetic, collaborative and inclusive workplace where everyone can thrive. And with projects at the forefront of innovation, you can build a varied, rewarding career and draw inspiration from dedicated colleagues and leaders. Cognizant is right where you belong.

ROLE OVERVIEW

We are seeking a skilled and motivated Business System Analyst specializing in Contact Centre and IVR ecosystems to join our dynamic team. In this role, you will apply your expertise to analyze business needs and transform them into technical specifications that drive the success of our contact center operations. You will work closely with collaborators to understand their requirements and translate them into functional designs, ensuring that the IVR systems are aligned with the overall business strategy. Your analytical skills will be critical in identifying areas for improvement within existing systems and processes while recommending and implementing solutions that enhance both customer experience and operational efficiency.

WHAT YOU’LL DO

• Collaborate with collaborators to gather and analyze business requirements for contact center solutions.
• Design, document, and maintain technical specifications for IVR systems based on business needs.
• Evaluate existing IVR systems and recommend enhancements for improved functionality and performance.
• Facilitate user acceptance testing (UAT) to ensure systems meet business expectations and standards.
• Identify gaps and opportunities within current processes and develop strategic recommendations for improvement.
• Create detailed process maps and workflow diagrams to visualize current and future state processes.
• Coordinate with development teams to ensure timely and successful implementation of system changes.

WHAT YOU BRING TO THE ROLE

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum 5+ years of experience as a Business Systems Analyst.
• Minimum 3+ years of experience in IVR technology and contact center operations.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional communication skills, with the ability to clearly communicate technical concepts to non-technical collaborators.
• Experience with requirements gathering, documentation, and process mapping.
• Familiarity with project management methodologies and tools is a plus.