Contact Center Business Analyst

🔥 6 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kaleidoscope Innovation

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1989

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

Kaleidoscope Innovation is a product design and engineering consultancy that develops medical devices, consumer products, and immersive training solutions. They provide industrial and mechanical/biomedical/electrical engineering, human factors and usability research, advanced prototyping and machine shop services, electronics design, visualization and animation, interactive VR/UX development, and medical/clinical and regulatory affairs support. Their work spans end-to-end product development — from concept and design research through prototyping, testing, and regulatory readiness — with a focus on improving people’s lives.

📋 Description

• Assist in conducting targeted interviews and workshops to capture user needs and accurately document stakeholder requirements • Participate in design discussions to capture software specifications and help create process documentation • Develop, refine, and document code for new software applications according to detailed design specifications • Execute test plans, analyze outcomes, and report defects to the development team • Support integration of new software features into existing system infrastructure • Monitor and troubleshoot live applications, promptly resolving issues and documenting system maintenance • Document coding practices, testing methodologies, and technical solutions in the team's knowledge repository • Support enterprise CCaaS and CRM transformation initiatives • Analyze customer service workflows to identify automation and optimization opportunities • Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements • Facilitate collaboration among business, operations, technology, customer service, and executive leadership teams

🎯 Requirements

• Applicants must be authorized to work for any employer in the United States • Unable to sponsor or take over sponsorship of an employment visa • Experience in digital modernization initiatives across Contact Center, Customer Experience (CX), CRM, and CCaaS platforms • Experience leading discovery workshops, stakeholder interviews, and requirements-gathering sessions • Ability to elicit, analyze, document, and prioritize business, functional, and non-functional requirements • Ability to create BRDs, FRDs, user stories, process flows, and acceptance criteria • Ability to translate business needs into solution designs aligned with organizational goals • Ability to facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams • Agile mindset with effective communication and problem-solving skills • Ability to work on the majority of areas across the SDLC lifecycle