Business Analyst

We are looking urgently for a Business Analyst for a 6 month contract with Salesforce experience with Pharmacy industry experience ideally. Mandatory Skills: Core Platforms: Salesforce, Agentforce (Agentic AI), Confluence, JIRA)Contact Center experience Pharmacy -huge asset; secondary: Healthcare experienceJOB DESCRIPTION: The Contact Center Business Analyst plays a pivotal role in enabling busine= ss and technology transformation within customer contact operations. This r= ole is responsible for translating business needs into clear, actionable requirements, developing high quality user stories, and producing structured documentation that supports complex contact center and enterprise transformation initiatives. The successful candidate combines strong analytical capability with exceptional written and verbal communication skills, and brings proven experience working in contact center environments undergoing modernization, optimization, or digital transformation.Key Responsibilities:Business Analysis & Requirements Management Elicit, analyze, document, and validate business, functional, and nonfunctional requirements for contact center and customer experience initiatives. Produce highquality documentation including Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), process flows, use cases, and decision logs. Write clear, well structured user stories with acceptance criteria, ensuring traceability from business objectives through to solution delivery. Maintain requirements backlogs and support prioritization activities in collaboration with product owners and business stakeholders.Transformation & Change Initiatives Support largescale contact center and enterprise transformation projects, including technology modernization, omnichannel enablement, IVR redesign, CRM integrations, automation, and AI driven capabilities. Document current state and futurestate processes, operating models, and customer journeys. Ensure business intent, regulatory considerations, and operational impacts are fully captured and reflected in transformation deliverables. Contribute to roadmap development and benefits realization tracking. Contact Center Performance & Analytics Analyze operational and experience metrics (e.g., AHT, ASA, Service Level, = FCR, CSAT, abandonment, occupancy) to identify trends, risks, and improvement opportunities. Develop reports, dashboards, and executive level summaries to support strategic and operational decision making. Support forecasting, capacity planning, and workforce optimization initiatives in partnership with operations and WFM teams. Stakeholder Engagement & CommunicationFacilitate workshops, interviews, and working sessions with business users,= operations leaders, and technical teams. Act as a trusted intermediary between business and technology, ensuring shared understanding and alignment. Present findings, recommendations, and trade offs clearly to both technical and non technical audiences, including senior leadership. Testing & Delivery Support Support solution delivery by contributing to test strategies, test cases, and user acceptance testing (UAT) activities. Validate delivered solutions against documented requirements and user stories. Participate in post implementation reviews and continuous improvement cycles.Qualifications & ExperienceRequired:Bachelors degree in Business, Information Systems, or a related fi=eld (or equivalent experience).5+ years of experience as a Business Analyst, with direct experience supporting contact center or customer operations. Demonstrated experience writing user stories, acceptance criteria, and formal requirements documentation. Strong understanding of contact center technologies (ACD, IVR, CRM, WFM, reporting and analytics platforms). Exceptional written and verbal communication skills in English. Strong analytical skills with the ability to synthesize complex information= into clear, actionable insights. Preferred: Professional working proficiency in French. Experience supporting largescale transformation or modernization programs. Familiarity with Agile, hybrid, or SAFe delivery methodologies. Experience with omnichannel contact centers (voice, chat, email, SMS, digital). Exposure to AI=E2=80=91enabled contact center capabilities (virtual agents, speech analytics, automation). Core Competencies Requirements elicitation and documentation excellence User story writing and backlog management Transformation and change enablement Stakeholder influence and communication Structured problem solving and attention to detail Executive=1ready written and verbal communicationOriginally posted on Himalayas