Business Analyst
Senior Business Analyst — Contact Center Technology
Location: Plano, TX (In-Office with Hybrid Flexibility)
Team: Enterprise Technology — Contact Center Services
Are you ready to shape the future of contact center technology at a global financial services firm? We are seeking a Senior Business Analyst to play a key role in advancing our enterprise-wide contact center platforms, ensuring stability, scalability, and a seamless client and end-user experience.
The Role
In this position, you’ll be part of a specialized team focused on evolving and optimizing contact center technologies used worldwide. You’ll apply your expertise in business and process analysis to design solutions, support critical applications, and lead initiatives that enhance operational efficiency across client-facing and internal teams. This role reports directly to the Enterprise Contact Center Team Leader.
What You’ll Do
- Configure and maintain contact center systems, including user roles, profiles, call flows, and device setups
- Create custom reports, dashboards, and data tables to support workflow management
- Provide frontline support, collaborating with developers to resolve technical challenges
- Develop and maintain knowledge-base documentation for standard processes and troubleshooting
- Partner with business stakeholders to identify process improvements and automation opportunities
- Write detailed user stories and requirements to support system design and testing
- Track operational metrics and report results to leadership
- Lead small-scale projects and contribute to more complex enterprise initiatives
- Assist with change management, QA testing, training, and post-rollout support
What You Bring
- 7+ years of experience in business or process analysis
- At least 5 years supporting call center platforms or enterprise technical applications
- Hands-on experience with Customer Service Management (CSM) systems such as ServiceNow
- Solid background in Agile methodologies and project delivery
- Strong troubleshooting and problem-solving skills, with a focus on system performance and user experience
- Ability to collaborate across teams and translate business needs into technical requirements
- Bachelor’s degree in Business, Information Systems, or related field (or equivalent professional experience)
Why Join Us
When you join our team, you’re not just growing your career—you’re contributing to a larger mission of bettering the financial industry. We foster a collaborative and inclusive culture where innovation and professional development are top priorities. In addition, we offer market-leading
benefits, including:
- Full coverage of medical, dental, and vision premiums for employees and eligible dependents
- 50% 401(k) match up to the IRS maximum
- Generous time off with 20 days of PTO plus 10 paid holidays
- Family support programs including caregiver leave, fertility and family-forming assistance, and backup care resources
This is primarily an in-office role with potential eligibility for a hybrid work arrangement based on tenure and performance.
Ready to help shape the future of enterprise contact center technology? Apply today and make an impact.