Business Analyst

We are looking for a skilled Business Analyst to join our team in supporting the delivery of contact center system integration projects. You will work closely with clients, solution architects, project managers, and technical teams to gather and analyze business requirements, define system functionalities, and ensure the successful deployment of customer engagement solutions such as IVR, CTI, CRM, and omnichannel platforms.  Key Responsibility -Collaborate with clients and internal stakeholders to gather, analyze, and document business and technical requirements. -Translate business needs into functional specifications, process flows, user stories, and wireframes. -Facilitate and participate in workshops, requirement review sessions, and solution design discussions. -Support the design and implementation of Contact Center solutions (e.g., Genesys, Talkdesk, Cisco, Avaya, etc.). -Define integration requirements between contact center platforms and third-party systems such as CRM, ticketing tools, knowledge bases, and chatbots. -Assist in creating test plans and support User Acceptance Testing (UAT) to ensure delivered solutions meet business expectations. -Track and manage changes in project scope, business requirements, and solution features. -Document SOPs, configuration guides, and training materials as needed. -Serve as a liaison between business stakeholders and technical teams to ensure alignment throughout the project lifecycle. [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-cx-one-sdn-bhd-job-business-analyst]

• Bachelor’s degree in Computer Science, Information Systems, Telecomunication Engineering, or related field. -Minimum 3 years of experience as a Business Analyst in an IT or system integration environment. -Experience in contact center solutions (e.g., Genesys, Cisco, Avaya, Talkdesk) is highly desirable. -Strong understanding of contact center technologies : IVR, CTI, ACD, CRM, chat / messaging, reporting, and call recording. -Experience documenting APIs, data flow diagrams, and system integration points. -Proficiency in business analysis tools (e.g., JIRA, Confluence, Visio, Lucidchart). -Strong analytical and problem-solving skills with excellent attention to detail. -Excellent communication and stakeholder management skills. -Fluent in both English and Bahasa Malaysia.