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Final rate will be determined based on relevant experience and overall fit for the position.\nNTT DATA is seeking a Senior Business Analyst with strong Contact Center / CCaaS experience to support a large and business-critical Customer Service transformation program for a major global client.\nThe role will provide dedicated requirements and functional analysis support across both internal and BPO Contact Center operations, working closely with business stakeholders, product teams, technology teams, and implementation partners.\nThis is not intended to be a purely functional BA position. The ideal candidate should combine strong business analysis capabilities with a solid understanding of Contact Center technologies and CCaaS environments. Previous experience with Amazon Connect is highly desirable, although candidates with strong experience in other enterprise CCaaS platforms will also be considered.\nResponsibilities:\nLead requirements gathering and discovery sessions with Customer Service, Contact Center, Operations, Technology, and BPO stakeholders.\nFacilitate workshops to understand current processes, identify gaps, and define future-state Contact Center capabilities.\nTranslate business needs into clear functional and technical requirements.\nConvert agreed capabilities into epics, features, user stories, acceptance criteria, and process flows.\nWork closely with Product Owners, Solution Architects, developers, QA teams, and implementation partners to ensure requirements are understood and correctly implemented.\nSupport business stakeholders in validating proposed solutions and designs.\nAnalyze business processes and customer/agent journeys across Contact Center operations.\nSupport prioritization, backlog refinement, sprint planning, and Agile delivery activities.\nIdentify dependencies, assumptions, risks, and gaps across business and technology workstreams.\nSupport functional testing, UAT preparation, defect clarification, and business acceptance.\nAct as a bridge between business stakeholders and technical teams, helping translate business objectives into implementable Contact Center capabilities.\nMaintain requirements traceability throughout the project lifecycle.\nRequired Experience:\n5+ years of Business Analysis experience, preferably supporting large-scale enterprise transformation programs.\nStrong previous experience in Contact Center, Customer Service, or CCaaS transformation initiatives.\nProven experience gathering and documenting complex business and technical requirements. Strong workshop facilitation and stakeholder management skills.\nExperience defining user stories, acceptance criteria, process flows, and functional requirements.\nGood technical understanding of Contact Center environments, including routing, IVR, agent desktop, integrations, APIs, and omnichannel capabilities.\nExperience with other enterprise CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Cisco Contact Center is also relevant.\nExperience working in Agile / Scrum delivery environments.\nAbility to effectively communicate with business stakeholders, architects, developers, and technology teams.\nStrong analytical, documentation, and communication skills.\nMust have professional proficiency in English.\nNice-to-Have:\nPrevious Amazon Connect project experience.\nExperience working with both internal and outsourced/BPO Contact Centers.\nEducation & Certifications:\nBachelor’s degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related field, or equivalent professional experience.\nRequired Equipment: This role requires the use of a personal laptop. Candidates must be comfortable with company security software and device management tools being installed on their laptop as part of the onboarding process and for the duration of the engagement.\nAbout NTT DATA\nNTT DATA is a Top 5 global IT services provider with more than 190,000 professionals across 50+ countries. We combine industry expertise with capabilities in consulting, technology, AI, cloud, applications, infrastructure, and connectivity to help organizations innovate, optimize, and transform. Through responsible innovation, we deliver meaningful business outcomes, accelerate client success, and create a positive impact on society.\nEqual Opportunity Employer\nNTT DATA is committed to hiring and retaining a diverse workforce. 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