Phizenix
As a Business Analyst – Customer Experience at Client, you will play a key role in bridging business needs with technical solutions. You will collaborate with clients, stakeholders, and delivery teams to define, document, and validate customer experience requirements.
Your work will directly influence how enterprise clients design, deploy, and optimize their contact center and customer engagement strategies.
This role emphasizes requirements analysis, process mapping, customer journey design, and data-driven insights, ensuring that every solution we deliver aligns with business objectives and drives measurable improvements in customer experience.
Key Responsibilities Requirements Gathering & Analysis
Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements
Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows
Perform gap analysis to identify differences between current and desired future state
Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems
Customer Journey & Experience Design
Map end-to-end customer journeys across voice, chat, and digital channels
Identify customer pain points, inefficiencies, and opportunities for process improvement
Define KPIs and success measures for customer experience projects
Support the design of agent and customer workflows that balance efficiency and empathy
Solution Validation & Testing Support
Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
Validate that deployed features align with documented business objectives and CX standards
Support defect triage by clarifying requirements and business impact
Data & Insights
Work with analytics teams to define reporting needs for customer experience measurement
Analyze customer interaction data, agent performance metrics, and contact center KPIs
Support continuous improvement by tracking adoption, usage, and outcomes post-deployment
Collaboration & Stakeholder Engagement
Act as a liaison between business stakeholders, technical developers, and project managers
Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
Prepare and deliver clear documentation, process diagrams, and presentations
Contribute to client demonstrations and solution walkthroughs
Qualifications Preferred
2-5 years of experience as a Business Analyst, preferably in CX, contact center, or SaaS environments
Strong skills in requirements gathering, process mapping, and stakeholder management
Familiarity with contact center platforms (Amazon Connect preferred)
Experience writing user stories, acceptance criteria, and Agile delivery
Analytical mindset with ability to interpret CX and operational metric
Excellent communication, facilitation, and documentation skills
This role provides a pathway to senior business analysis, CX strategy consulting, or product ownership. You’ll gain hands‑on exposure to leading CX technologies and enterprise‑scale transformation projects.
Career progression opportunities include:
Advancing into Senior Business Analyst or CX Consultant roles
Specializing in CX strategy, data‑driven design, or journey architecture
Transitioning into Product Owner or Engagement Manager positions
Expanding expertise in AWS and AI‑driven customer engagement
Remote Pay Range $100,000 - $110,000 USD
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Your work will directly influence how enterprise clients design, deploy, and optimize their contact center and customer engagement strategies.
This role emphasizes requirements analysis, process mapping, customer journey design, and data-driven insights, ensuring that every solution we deliver aligns with business objectives and drives measurable improvements in customer experience.
Key Responsibilities Requirements Gathering & Analysis
Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements
Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows
Perform gap analysis to identify differences between current and desired future state
Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems
Customer Journey & Experience Design
Map end-to-end customer journeys across voice, chat, and digital channels
Identify customer pain points, inefficiencies, and opportunities for process improvement
Define KPIs and success measures for customer experience projects
Support the design of agent and customer workflows that balance efficiency and empathy
Solution Validation & Testing Support
Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
Validate that deployed features align with documented business objectives and CX standards
Support defect triage by clarifying requirements and business impact
Data & Insights
Work with analytics teams to define reporting needs for customer experience measurement
Analyze customer interaction data, agent performance metrics, and contact center KPIs
Support continuous improvement by tracking adoption, usage, and outcomes post-deployment
Collaboration & Stakeholder Engagement
Act as a liaison between business stakeholders, technical developers, and project managers
Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
Prepare and deliver clear documentation, process diagrams, and presentations
Contribute to client demonstrations and solution walkthroughs
Qualifications Preferred
2-5 years of experience as a Business Analyst, preferably in CX, contact center, or SaaS environments
Strong skills in requirements gathering, process mapping, and stakeholder management
Familiarity with contact center platforms (Amazon Connect preferred)
Experience writing user stories, acceptance criteria, and Agile delivery
Analytical mindset with ability to interpret CX and operational metric
Excellent communication, facilitation, and documentation skills
This role provides a pathway to senior business analysis, CX strategy consulting, or product ownership. You’ll gain hands‑on exposure to leading CX technologies and enterprise‑scale transformation projects.
Career progression opportunities include:
Advancing into Senior Business Analyst or CX Consultant roles
Specializing in CX strategy, data‑driven design, or journey architecture
Transitioning into Product Owner or Engagement Manager positions
Expanding expertise in AWS and AI‑driven customer engagement
Remote Pay Range $100,000 - $110,000 USD
#J-18808-Ljbffr