Business Analyst - Contact Centre

Job Summary

We are seeking a detail-oriented and analytical Business Analyst to join our Contact Centre technology team in Singapore. The successful candidate will be responsible for analysing contact centre tech landscape, identifying process improvement opportunities, and supporting data-driven decision-making to enhance customer experience. Must have good experience dealing with major CCaaS platforms like Amazon Connect, SCV, Genesys etc.

Key Responsibilities

Assess the technology landscape and understand the functional gaps- document them.

Gather requirements for future state contact centre which is AI enabled and scalable.

Support process re-engineering initiatives, including call flow optimisation, IVR design improvements, and self-service/automation opportunities (e.g., chatbot, RPA).

Collaborate with various teams like operations, engineering, business and evaluate the use cases & map them with tech stacks

Prepare business cases, cost-benefit analyses, and impact assessments for proposed initiatives.

Support project management activities for contact centre transformation projects, including requirement documentation, stakeholder communication, and post-implementation review.

Ensure data accuracy and integrity across reporting systems; work with IT/vendors to troubleshoot data discrepancies.

Stay current with contact centre industry trends, technologies, and best practices (e.g., omnichannel, AI-driven customer service).

Requirements

Qualifications

Minimum 8+ years of experience as a Business Analyst, preferably within a contact centre tech

Skills & Competencies

Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate them into actionable recommendations.

Working knowledge of major CCaaS platforms.

Familiarity with contact centre technologies (e.g., Genesys, Avaya, NICE, Salesforce Service Cloud, Amazon Connect) is a must

Understanding of contact centre KPIs, workforce management principles, and quality assurance frameworks.

Excellent stakeholder management, communication, and presentation skills; able to engage both technical and non-technical audiences.

Strong documentation skills — able to write clear business requirement documents (BRDs), process flows, and user stories.

Experience with process improvement methodologies (Lean, Six Sigma) is an advantage.

Prior exposure to Agile project delivery or working with cross-functional project teams is a plus.

Self-motivated, detail-oriented, and comfortable working in a fast-paced, target-driven environment

#LI-CTSAPAC