Contact Center Business Analyst - Process Consolidation

About This Opportunity Judit Inc. is hiring on behalf of one of our largest clients - a global technology leader in consumer electronics, semiconductors, and mobile communications. This is a temporary, contract position: you''ll be employed by Judit Inc. and work directly alongside our client''s team.

The description below is our client''s overview of the background, skills, and experience they''re looking for. If you meet most - but not all - of these, we still want to hear from you. Your Judit recruiter will walk you through the day-to-day work, schedule, pay, and contract length before anything moves forward.

What you'll do

You'll lead the business analysis behind a major contact center redesign: consolidating 40+ specialized support groups into fewer than 10, with Tier 1 and Tier 2 agents taking on the work. You'll map how each group works today, design the workflows that let frontline teams absorb that work, and track performance so service quality holds through every wave.

Requirements & process mapping (primary focus)

• Lead discovery across 40+ specialized support groups, documenting current-state workflows, decision logic, tools, knowledge sources, and escalation paths.
• Assess each group against standard criteria (volume, complexity, risk/compliance, tooling, required certifications) to build a data-driven consolidation roadmap and sequence.
• Design future-state workflows for Tier 1 and Tier 2 agents, including decision trees, guided workflows, knowledge base articles, and skills-based routing rules.
• Write functional and business requirements, user stories, and acceptance criteria for engineering, CRM, knowledge management, and automation/AI teams.
• Identify the automation, self-service, bot, decision-support, and routing improvements needed to close the gap between frontline and specialist-level handling.
• Run interviews and working sessions with subject-matter experts to capture specialized know-how before groups are consolidated or roles change.
• Partner with group leads, Tier 1/Tier 2 leads, QA, and training teams to validate requirements, pilot new workflows, and confirm readiness before each group is absorbed.
• Maintain the master requirements and process-mapping repository (workflow diagrams, RACI, gap analyses, requirements traceability), and present the business case, risk assessment, and change-impact analysis for each wave to operations leadership.

Performance, capacity & reporting

• Track contact center KPIs across voice and digital channels (chat, email, social, messaging), including AHT, abandonment rate, SLA, occupancy, and multi-chat concurrency, as specialized groups are absorbed.
• Measure customer experience impact (CSAT, CES, FCR, VES) before, during, and after each wave.
• Work with Workforce Management (WFM) to assess Tier 1/Tier 2 capacity and model staffing and skilling impacts, including forecasting, schedule adherence, and staffing needs.
• Identify consolidation bottlenecks and recommend fixes that keep routing accurate and repeat contacts low.
• Build and maintain dashboards and scorecards in BI tools (e.g., Tableau, Power BI) tracking groups remaining, functions absorbed, volume migrated, and training completion.
• Run root-cause analysis on service dips, escalation spikes, or quality issues, and present progress in monthly and quarterly business reviews.

What you'll bring

• Bachelor's degree in Business Administration, Data Analytics, Industrial Engineering, Information Systems, or a related field, or equivalent practical experience.
• 3-5+ years as a Business Analyst, Process Analyst, or Operations Analyst, including leading or supporting large-scale process consolidation, org redesign, or operating model transformation.
• Experience in a customer support, customer care, or contact center environment, including exposure to specialized or escalated functions (e.g., billing, technical escalations, fraud, legal/compliance, executive relations).
• Experience with omnichannel contact center platforms (e.g., Genesys, NICE inContact, Cisco, Amazon Connect, Zendesk, Salesforce Service Cloud).
• Hands-on requirements gathering, process mapping, and workflow tools (e.g., Lucidchart, Visio, Miro), including as-is/to-be documentation and gap analysis.
• Experience writing functional requirements, user stories, and acceptance criteria for technology, automation, or CRM teams.
• Ability to run structured stakeholder interviews and workshops.
• Strong SQL and advanced Excel/Google Sheets skills for data manipulation and modeling.
• Hands-on experience building reports and interactive dashboards in Tableau, Power BI, or Looker.
• Clear written and verbal communication, with the ability to turn complex operational knowledge into requirements and recommendations for technical and non-technical audiences, including senior leadership.
• Top skills for this role: business analysis, process improvement, and financial analysis.

Nice to have

• Organizational consolidation, shared-services transition, or Tier 1/Tier 2 capability build-out experience.
• Experience with skills-based routing design, knowledge management systems, or guided-workflow/decision-support tools.
• Familiarity with change management and workforce transition plans (reskilling, redeployment, training rollout).
• Knowledge of COPC standards or Six Sigma/Lean certification (Green Belt).
• Experience in high-volume consumer electronics, technology, telecom, or e-commerce contact centers.

Work details

• Location: Plano, TX - fully onsite.
• Contract: 12 months.