Contact Center Business Analyst

Title: Contact Center Business Analyst

Location: Casablanca, Morocco

Seeking a dynamic and communicative Contact Center Technical Business Analyst

As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders.

Responsibilities:

* Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future contact center solutions
* Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization
* Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements.
* Conduct training sessions and create documentation to support the adoption of new tools and processes.
* Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights.
* Leverage visualization tools and dashboards to represent data and insights
* Promote our products internally, motivating staff and convincing consumers of their value

Requirements:

* Bachelor's degree in Business Administration, Information Systems, or a related field
* 3+ years of experience in business analysis, preferably in a technology-driven environment
* Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences
* Strong analytical and problem-solving skills
* Proven ability with prompt engineering and generative AI tools and chatbots
* Ability to quickly learn and adapt to new technologies and methodologies
* Experience in project management and stakeholder engagement

Preferred Qualifications:

* Experience working in or with contact centers
* Understanding of key contact center metrics and operations management principles
* Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
* Previous experience as a product evangelist or in a similar role promoting technology solutions
* Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications
* Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
* Experience with agile methodologies