Contact Center Solutions Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 

Job Description

We are seeking a seasoned Systems Analyst with a strong background in Contact Center technologies to join our dynamic team. This role requires a strategic thinker who can bridge the gap between business needs and technical solutions, ensuring seamless collaboration across stakeholders.

 

Key Responsibilities:

• Gather and define business and technical requirements for Contact Center solutions.

• Facilitate collaboration between business and technical teams through stakeholder engagement.

• Conduct in-depth analysis to identify high-level business and functional requirements.

• Create and maintain comprehensive documentation to support development and QA processes.

• Collaborate with stakeholders to define product vision, strategy, features, and prioritization.

• Document business process flows, activity diagrams, mockups, and prototypes.

• Develop detailed technical specifications aligned with functional and operational needs.

• Partner with operations and technology teams for solution design and issue resolution.

• Lead QA/UAT efforts including test case creation and end-to-end testing.

• Work closely with developers and system engineers to manage sprints and release cycles.

• Define and monitor KPIs and success criteria to drive continuous improvement.

• Serve as a point of contact for technical issues, troubleshooting, and escalations.

 

Qualifications:

• Minimum 7 years of experience as a Business Systems Analyst, Product Owner, or similar role.

• At least 3 years of experience in the Contact Center domain with technologies such as Salesforce CRM, Qualtrics, NICE, or other CRM integrations.

• Strong expertise in Rally, Agile methodology, Confluence, SQL, and Excel.

• Hands-on experience with SaaS platform implementation or administration.

• Proven track record in high-performing organizations with frequent release cycles.

• Excellent communication, collaboration, and stakeholder management skills.

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications. 1. Applies scientific methods to analyse and solve software engineering problems. 2. He/she is responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance. 3. His/her work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers. 4. The software engineer builds skills and expertise of his/her software engineering discipline to reach standard software engineer skills expectations for the applicable role, as defined in Professional Communities. 5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career.

For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

This is a general description of the duties, responsibilities, and qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involv