Business Systems Analyst - Contact Center Technologies

Salary: ₱100,000 – ₱120,000 per month

Business/Process Analyst – Business Implementation Analyst (Testing, Communications & Documentation)

📍 Hybrid (4x/month onsite)
🕒 US Shift
📄 Contract Role
🎉 PH Holidays Observed

We are looking for a Business/Process Analyst – Business Implementation Analyst to support service center transformation initiatives. This role is ideal for professionals who can quickly adapt, work independently with minimal supervision, and drive documentation, testing, and implementation activities across customer service technologies and processes.

Key Responsibilities

• Develop and maintain business requirements, functional specifications, and process documentation.

• Support IVR script updates, AI agent conversation flows, self-service portal enhancements, and process improvement initiatives.

• Coordinate and execute User Acceptance Testing (UAT) activities.

• Create comprehensive test scenarios, test scripts, expected results, defect logs, and retest documentation.

• Validate that system enhancements meet business objectives and requirements.

• Develop rollout plans, process documentation, and workflow guides for new and AI-enabled processes.

• Provide project support throughout implementation and change initiatives.

• Create stakeholder communications, training materials, user guides, and FAQs related to process and technology updates.

Qualifications

• 3–5 years of experience in:

  • IVR script maintenance and updates

  • User Acceptance Testing (UAT)

  • Requirements validation

  • Documentation and change management

  • Project support and implementation activities

• Experience with service center/contact center technologies, particularly:

  • Genesys

  • NICE

  • IVR platforms

• Strong documentation and writing skills for business requirements, specifications, test scripts, and process documentation.

• Ability to manage multiple priorities and quickly shift between tasks.

• Strong attention to detail and organizational skills.

• Excellent critical thinking, analytical, and problem-solving abilities.

• Ability to work independently with minimal training or ramp-up time.

Background

• Contact Center Operations

• Customer Service Transformation Projects

• IVR and Self-Service Technologies

• AI-assisted Customer Experience Solutions

• Business Process Improvement and Change Management