Job Summary
We are seeking a detail-oriented and analytical Business Analyst to join our Contact Centre technology team in Singapore. The successful candidate will be responsible for analysing contact centre tech landscape, identifying process improvement opportunities, and supporting data-driven decision-making to enhance customer experience. Must have good experience dealing with major CCaaS platforms like Amazon Connect, SCV, Genesys etc.
Key Responsibilities
Assess the technology landscape and understand the functional gaps- document them.
Gather requirements for future state contact centre which is AI enabled and scalable.
Support process re-engineering initiatives, including call flow optimisation, IVR design improvements, and self-service/automation opportunities (e.g., chatbot, RPA).
Collaborate with various teams like operations, engineering, business and evaluate the use cases & map them with tech stacks
Prepare business cases, cost-benefit analyses, and impact assessments for proposed initiatives.
Support project management activities for contact centre transformation projects, including requirement documentation, stakeholder communication, and post-implementation review.
Ensure data accuracy and integrity across reporting systems; work with IT/vendors to troubleshoot data discrepancies.
Stay current with contact centre industry trends, technologies, and best practices (e.g., omnichannel, AI-driven customer service).
Requirements
Qualifications
Minimum 8+ years of experience as a Business Analyst, preferably within a contact centre tech
Skills & Competencies
Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate them into actionable recommendations.
Working knowledge of major CCaaS platforms.
Familiarity with contact centre technologies (e.g., Genesys, Avaya, NICE, Salesforce Service Cloud, Amazon Connect) is a must
Understanding of contact centre KPIs, workforce management principles, and quality assurance frameworks.
Excellent stakeholder management, communication, and presentation skills; able to engage both technical and non-technical audiences.
Strong documentation skills — able to write clear business requirement documents (BRDs), process flows, and user stories.
Experience with process improvement methodologies (Lean, Six Sigma) is an advantage.
Prior exposure to Agile project delivery or working with cross-functional project teams is a plus.
Self-motivated, detail-oriented, and comfortable working in a fast-paced, target-driven environment
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
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申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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