Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.
At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

REQUIRED EDUCATION:

• 5 years of relevant experience, including 2 in an advisory role (an asset).
• BA or equivalent work experience

EXPERIENCE:

• 5+ years of experience as a Business Analyst, with at least 2 years in contact center or unified communications projects.

TECHNICAL REQUIREMENTS

• Genesys Cloud Contact Center and WEM, required
• Cisco Contact Center Enterprise (UCCE, PCCE), nice to have
• Cisco Contact Center Express (UCCX), nice to have
• Cisco Webex Contact Center, nice to have
• WFO & AQM Products such as Calabrio, Verint, NICE, etc.
• Gamification Products
• Speech and IA products
• Microsoft Excel, Word, PowerPoint, Viso, Project
  LANGUAGE SKILLS: English

TRAVEL: 0-25%

QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Plan statements of work, pre-sales calls and project start-up meetings.
• Analyze customer business processes and identify improvement opportunities.
• Collect or identify the best market practices related to the client’s challenges.
• Propose recommendations and an action plan related to the initial mandate.
• Write and/or validate the quality of reports delivered to clients.
• Present the results and recommendations to clients.
• Customer accompaniment and support towards the realization of different project phases.
• Advise and influence customers based on industry best business practices.
• Facilitate customer meetings and workshops.
• Document and map current and optimal processes as needed.