Location: 100% remote, seeking candidates located in LATAM.
Contract Length: 1 year, with potential for extension.
Contract Rate: $30-33 per hour in USD. Final rate will be determined based on relevant experience and overall fit for the position.
NTT DATA is seeking a Senior Business Analyst with strong Contact Center / CCaaS experience to support a large and business-critical Customer Service transformation program for a major global client.
The role will provide dedicated requirements and functional analysis support across both internal and BPO Contact Center operations, working closely with business stakeholders, product teams, technology teams, and implementation partners.
This is not intended to be a purely functional BA position. The ideal candidate should combine strong business analysis capabilities with a solid understanding of Contact Center technologies and CCaaS environments. Previous experience with Amazon Connect is highly desirable, although candidates with strong experience in other enterprise CCaaS platforms will also be considered.
Responsibilities:
- Lead requirements gathering and discovery sessions with Customer Service, Contact Center, Operations, Technology, and BPO stakeholders.
- Facilitate workshops to understand current processes, identify gaps, and define future-state Contact Center capabilities.
- Translate business needs into clear functional and technical requirements.
- Convert agreed capabilities into epics, features, user stories, acceptance criteria, and process flows.
- Work closely with Product Owners, Solution Architects, developers, QA teams, and implementation partners to ensure requirements are understood and correctly implemented.
- Support business stakeholders in validating proposed solutions and designs.
- Analyze business processes and customer/agent journeys across Contact Center operations.
- Support prioritization, backlog refinement, sprint planning, and Agile delivery activities.
- Identify dependencies, assumptions, risks, and gaps across business and technology workstreams.
- Support functional testing, UAT preparation, defect clarification, and business acceptance.
- Act as a bridge between business stakeholders and technical teams, helping translate business objectives into implementable Contact Center capabilities.
- Maintain requirements traceability throughout the project lifecycle.
Required Experience:
- 5+ years of Business Analysis experience, preferably supporting large-scale enterprise transformation programs.
- Strong previous experience in Contact Center, Customer Service, or CCaaS transformation initiatives.
- Proven experience gathering and documenting complex business and technical requirements. Strong workshop facilitation and stakeholder management skills.
- Experience defining user stories, acceptance criteria, process flows, and functional requirements.
- Good technical understanding of Contact Center environments, including routing, IVR, agent desktop, integrations, APIs, and omnichannel capabilities.
- Experience with other enterprise CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Cisco Contact Center is also relevant.
- Experience working in Agile / Scrum delivery environments.
- Ability to effectively communicate with business stakeholders, architects, developers, and technology teams.
- Strong analytical, documentation, and communication skills.
- Must have professional proficiency in English.
Nice-to-Have:
- Previous Amazon Connect project experience.
- Experience working with both internal and outsourced/BPO Contact Centers.
Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related field, or equivalent professional experience.
Required Equipment: This role requires the use of a personal laptop. Candidates must be comfortable with company security software and device management tools being installed on their laptop as part of the onboarding process and for the duration of the engagement.
About NTT DATA
NTT DATA is a Top 5 global IT services provider with more than 190,000 professionals across 50+ countries. We combine industry expertise with capabilities in consulting, technology, AI, cloud, applications, infrastructure, and connectivity to help organizations innovate, optimize, and transform. Through responsible innovation, we deliver meaningful business outcomes, accelerate client success, and create a positive impact on society.
Equal Opportunity Employer
NTT DATA is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT DATA is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.
Req ID: 1352