Senior Associate - Contact Center Experience Designer

Job Description #### **Requisition ID** 94043#### **Department** Tech Data AI Ventures#### **Job Function** Tech Data AI Ventures#### **Location** Remote,New York,United States#### **Role Location Designation** Hybrid \- 3 days per quarter **Location Designation:** Hybrid \- 3 days per quarter The **Business Analyst / Contact Center Experience Designer** plays a key role in defining and optimizing customer journeys across voice, chat, and digital channels within the enterprise contact center ecosystem. This role bridges business needs with technology solutions — gathering requirements, designing end\-to\-end experiences, and ensuring that every customer interaction is efficient, empathetic, and aligned with organizational goals. The ideal candidate combines **analytical expertise** with **journey design thinking** — capable of translating complex operational processes into seamless and intuitive customer experiences supported by platforms such as **AWS Connect, Cisco CVP or similar**. **What You’ll Do:** **Customer Experience \& Journey Design** * Design, document, and optimize **customer interaction flows** across telephony, chat, and digital touchpoints. * Develop **IVR and self\-service experiences** that are intuitive, efficient, and aligned with brand tone and customer intent. * Conduct **journey mapping and service blueprinting** to visualize customer pain points and identify improvement opportunities. * Collaborate with UX/UI teams to align design principles with technical feasibility and customer expectations. * Ensure designs adhere to compliance, accessibility, and security standards relevant to financial services. **Business Analysis \& Requirements Management** * Partner with business stakeholders to **gather, document, and validate functional and non\-functional requirements** for contact center initiatives. * Translate business needs into **detailed user stories, process flows, and technical specifications** for development teams. * Support configuration and deployment of new routing logic, IVR prompts, and system integrations. * Facilitate **discovery and requirement workshops** with cross\-functional teams (Operations, Technology, Customer Experience, Compliance). **Data\-Driven Insights \& Continuous Improvement** * Analyze **contact center performance data**, customer feedback, and call analytics to drive experience improvements. * Identify and quantify opportunities for **automation, deflection, and first\-contact resolution**. * Collaborate with QA and training teams to validate design effectiveness through pilot programs and A/B testing. * Recommend process and design enhancements that align with business KPIs (e.g., NPS, CSAT, AHT, containment rate). **Collaboration \& Delivery Enablement** * Work closely with **Contact Center Engineers, Product Owners, and UX Designers** to ensure accurate implementation of design intent. * Act as a **bridge between technology teams and business stakeholders**