Job Description

Description We are providing a long-term contract employment opportunity for a Business Analyst IT L3 in the Southern California region. This will be a Hybrid opportunity. Responsibilities: - Gathering, analyzing, and documenting business requirements related to the Contact Center as a Service (CCaaS) system. - Leading the creation and management of Request for Information (RFI) and Request for Proposal (RFP) documents, collaborating with stakeholders to outline specific requirements and expectations from vendors. - Evaluating vendor proposals based on criteria such as cost, technical capabilities, and alignment with project requirements. - Acting as a liaison between the organization and vendors to ensure clarity throughout the proposal and selection process. - Mapping and analyzing existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels. - Identifying opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform. - Working closely with internal and customer stakeholders to ensure seamless communication and mutual understanding of goals. - Assisting in creating System Integration Testing (SIT) test cases, User Acceptance Testing (UAT) test cases, and deployment activities. - Staying updated on CCaaS trends and technologies to provide innovative recommendations. - Advocating for the adoption of best practices to improve contact center efficiency and customer satisfaction. - Preparing comprehensive Business Requirements Documents (BRD) and Functional Specification Documents (FSD). Requirements - Exceptional communication skills, both written and verbal, with the ability to clearly convey complex information. - Strong documentation skills, with an emphasis on accuracy and attention to detail. - Proven experience in project management, including planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives. - Experience with inbound and outbound calls, demonstrating excellent customer service and problem-solving skills. - Ability to effectively manage relationships with vendors, including negotiation, contract review, and performance monitoring. - Significant experience in IT implementation projects, with a focus on achieving business objectives. - Excellent liaison skills, with the ability to bridge the gap between technical teams and business stakeholders. - Willingness to travel as necessary to meet project requirements and business needs. - A strong commitment to customer satisfaction, with a track record of going above and beyond to meet customer needs. - Proficiency in data analysis, with the ability to interpret complex data and translate it into actionable business insights. - Experience working with stakeholders at all levels of an organization, effectively managing expectations and ensuring alignment on project goals. - Familiarity with monitoring tools, with the ability to track and report on project performance. - Strong collaboration skills, with a proven ability to work effectively in a team environment. - Knowledge of industry best practices, with a focus on continual improvement and innovation. - Experience working with suppliers, including selection, negotiation, and performance monitoring. - Excellent interpersonal skills, with the ability to build strong relationships and influence others. - Familiarity with REST API, with the ability to understand and work with complex technical systems. - Understanding of various methodologies, with a focus on streamlining processes and improving efficiency. - High level of proficiency in relevant software and tools, with a commitment to staying current on industry trends and technology advancements. - Experience with deployments, including planning, execution, and post-deployment review. - Knowledge of R Code, with the ability to leverage this tool for data analysis and problem-solving. - Willingness to work onsite as necessary to meet project requirements and business needs. - Experience creating business requirement documents, with a focus on capturing business needs and translating them into technical requirements. - Proven ability to identify and implement enhancements, with a focus on continual improvement and innovation. Technology Doesn't Change the World, People Do.® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

Job Tags

Permanent employment, Contract work, Temporary work,

Similar Jobs