onsite
Senior IT Business Analyst - Google CCaaS Operationalization - Intact
Data Analyst
Lead the design and implementation of Google Cloud Contact Center as a Service (CCaaS) solutions, driving operational excellence and stakeholder alignment across the organization.
About the role
Key Responsibilities
- Lead requirements gathering and business process mapping for Google CCaaS initiatives, ensuring alignment with enterprise objectives.
- Collaborate with cross‑functional teams (engineering, operations, customer success) to translate business needs into technical specifications.
- Design and oversee the deployment of CCaaS solutions on Google Cloud, ensuring scalability, security, and compliance.
- Develop and maintain documentation, including functional specifications, user stories, and test plans.
- Facilitate change management, training, and support activities to ensure smooth adoption across business units.
Requirements
- 5+ years of experience in IT business analysis with a focus on cloud-based contact center solutions.
- Deep knowledge of Google Cloud Platform services and CCaaS architecture.
- Strong analytical, problem‑solving, and communication skills.
- Experience with Agile/Scrum methodologies and stakeholder management.
- Ability to work independently and collaboratively in a hybrid environment.
Skills
process improvement