iSpace
Business Analyst IT L3 (CCaaS)
Location -
Torrance, CA (Hybrid of 4 days/week onsite with 1 day/week remote) Contract Duration
September 2025 December 31, 2026 with possibility of extension Travel
Will need to visit the Chino, CA location as needed
We are seeking a detail-oriented and experienced Business Analyst to join our team for the implementation of a Contact Center as a Service (CCaaS) system. This role involves gathering and analyzing business requirements, bridging the gap between business needs and technical solutions, and help selecting and ensuring the CCaaS solution meets the business objectives. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication. Responsibilities will include the following:
Requirement Gathering:
Gather and analyze business requirements related to the CCaaS system. RFI/RFP Process:
Lead the creation and management of the Request for Information (RFI) and Request for Proposal (RFP) documents. Collaborate with stakeholders to develop detailed RFI/RFP documents that outline specific requirements and expectations from vendors. Vendor Evaluation:
Evaluate vendor proposals based on criteria such as cost, technical capabilities, and alignment with project requirements. Facilitate meetings to discuss the pros and cons of each vendor. Vendor Communication
: Serve as a liaison between the organization and vendors, ensuring questions and concerns are clarified throughout the proposal and selection process. Business Requirements Documentation:
Prepare comprehensive Business Requirements Documents (BRD) and Functional Specification Documents (FSD). Workflow Analysis:
Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels. Process Optimization
: Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform. Stakeholder Collaboration:
Work closely with internal and customer stakeholders to ensure seamless communication and mutual understanding of goals. System Test, UAT and Deployment:
Assist in creating System Integration Testing (SIT) test cases, User Acceptance Testing (UAT) test cases and deployment activities to ensure successful project outcomes. Trend Monitoring:
Stay updated on CCaaS trends and technologies to provide innovative recommendations. Best Practices Advocacy:
Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction. Required Skills and Expertise:
Bachelor's degree in Business Administration, Information Technology, or a related field. Strong background in contact center processes, process optimization, and technical communication. Proven experience as a Business Analyst with a focus on CCaaS. Strong knowledge of contact center technologies and platforms. Excellent analytical and problem-solving skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Proficiency in project management tools and methodologies. Experience with data analysis and reporting tools.
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Torrance, CA (Hybrid of 4 days/week onsite with 1 day/week remote) Contract Duration
September 2025 December 31, 2026 with possibility of extension Travel
Will need to visit the Chino, CA location as needed
We are seeking a detail-oriented and experienced Business Analyst to join our team for the implementation of a Contact Center as a Service (CCaaS) system. This role involves gathering and analyzing business requirements, bridging the gap between business needs and technical solutions, and help selecting and ensuring the CCaaS solution meets the business objectives. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication. Responsibilities will include the following:
Requirement Gathering:
Gather and analyze business requirements related to the CCaaS system. RFI/RFP Process:
Lead the creation and management of the Request for Information (RFI) and Request for Proposal (RFP) documents. Collaborate with stakeholders to develop detailed RFI/RFP documents that outline specific requirements and expectations from vendors. Vendor Evaluation:
Evaluate vendor proposals based on criteria such as cost, technical capabilities, and alignment with project requirements. Facilitate meetings to discuss the pros and cons of each vendor. Vendor Communication
: Serve as a liaison between the organization and vendors, ensuring questions and concerns are clarified throughout the proposal and selection process. Business Requirements Documentation:
Prepare comprehensive Business Requirements Documents (BRD) and Functional Specification Documents (FSD). Workflow Analysis:
Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels. Process Optimization
: Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform. Stakeholder Collaboration:
Work closely with internal and customer stakeholders to ensure seamless communication and mutual understanding of goals. System Test, UAT and Deployment:
Assist in creating System Integration Testing (SIT) test cases, User Acceptance Testing (UAT) test cases and deployment activities to ensure successful project outcomes. Trend Monitoring:
Stay updated on CCaaS trends and technologies to provide innovative recommendations. Best Practices Advocacy:
Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction. Required Skills and Expertise:
Bachelor's degree in Business Administration, Information Technology, or a related field. Strong background in contact center processes, process optimization, and technical communication. Proven experience as a Business Analyst with a focus on CCaaS. Strong knowledge of contact center technologies and platforms. Excellent analytical and problem-solving skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Proficiency in project management tools and methodologies. Experience with data analysis and reporting tools.
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