About the Job:
Sprinklr is a leading enterprise software company for customer-facing functions, leveraging advanced AI to enhance customer experience management. As the Business Analyst, you will be instrumental in the implementation of the CCaaS (Contact Center as a Service) platform. This role involves gathering and analyzing requirements, connecting business needs with technical solutions, and ensuring the CCaaS solution aligns with organizational objectives.
Key Responsibilities:
- Collaborate with internal stakeholders and customer teams to gather and document detailed business requirements.
- Conduct in-depth analyses to convert business needs into clear use cases and technical specifications.
- Map and analyze existing contact center workflows across various communication channels, identifying opportunities for automation and optimization.
- Assist in creating UAT test cases in line with business requirements and ensure successful project deployment.
- Drive consensus on requirements and priorities through workshops and meetings.
- Stay up-to-date with CCaaS trends to provide innovative recommendations.
- Advocate for best practices to improve contact center efficiency and customer satisfaction.
Qualifications:
- Professional fluency in Korean and English is mandatory.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Experience in contact center processes and technical communication.
- Familiarity with Agile methodologies.
- Relevant certifications (e.g., CBAP, CCBA) are a plus.
Technical Skills:
- Familiarity with CCaaS platforms and industry trends.
- Proficiency in tools for process modeling, such as Visio or Lucidchart.
- Understanding of VoIP protocols, CTI, cloud technologies, and CRM platforms like Salesforce Service Cloud.
Key Attributes:
- Detail-oriented with a commitment to high-quality outputs.
- Flexible and capable of managing multiple priorities in a fast-paced environment.
- Collaborative team player with excellent problem-solving abilities.
Why You'll Love Sprinklr:
Sprinklr is dedicated to creating a culture where employees feel valued and motivated. We offer comprehensive health plans, well-being programs, and continuous learning opportunities to support personal and professional growth. Our mission is to make every organization’s customers happier, and we believe in empowering our employees to achieve their best.
