CCaaS Analyst

We are seeking a detail-oriented and experienced Business Analyst to join our team for the implementation of a Contact Center as a Service (CCaaS) system. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication. This role involves gathering and analyzing business requirements, bridging the gap between business needs and technical solutions, and help selecting and ensuring the CCaaS solution meets the business objectives.


Daily Tasks Performed:

• Requirement Gathering: Gather and analyze business requirements related to the CCaaS system.

• RFI/RFP Process: Lead the creation and management of the Request for Information (RFI) and Request for Proposal (RFP) documents. Collaborate with stakeholders to develop detailed RFI/RFP documents that outline specific requirements and expectations from vendors.

• Vendor Evaluation: Evaluate vendor proposals based on criteria such as cost, tec...