Business Analyst - Order Management (Contact Centre / Retail)

Looking for a Business Analyst to support the upgrade of an Order Management User Interface used by contact centre agents. This role requires strong experience in retail contact centre environments and the ability to bridge business needs with technology solutions

Experience : 6 to 10 years
Work Location : Bangalore / Chennai (Hybrid)
Availability : 0 -30 days Max

Requirements

What you’ll do

• Work closely with business stakeholders to gather and define requirements for the Order Management UI upgrade
• Understand and map contact centre workflows and agent journeys
• Translate business needs into functional requirements and user stories
• Collaborate with design and engineering teams to ensure smooth implementation
• Support UAT, validations, and stakeholder sign-offs
• Identify gaps and drive improvements in user experience and processes

What we’re looking for

• Strong experience as a Business Analyst in retail / eCommerce environments
• Hands-on experience working with contact centre operations / tools
• Experience with Order Management Systems (OMS)
• Knowledge of IBM Sterling OMS is highly preferred
• Good understanding of UI/UX and user journey mapping
• Experience working in Agile/Scrum teams
• Strong stakeholder communication and requirement gathering skills
  
  Nice to have
• Experience in UI upgrade / transformation projects
• Exposure to customer support / agent tools

Key focus

• 👉 Contact centre experience + OMS (Sterling) exposure is critical for this role

Benefits

We Offer

• Flexible working hours (self-managed)
• Competitive salary
• Annual bonus, subject to company performance
• Access to Udemy online training and opportunities to learn and grow within the role

About Mindera

At Mindera we use technology to build products we are proud of, with people we love.

Software Engineering Applications, including Web and Mobile, are at the core of what we do at Mindera.

We partner with our clients, to understand their product and deliver high performance, resilient and scalable software systems that create an impact in their users and businesses across the world.

You get to work with a bunch of great people, where the whole team owns the project together.

Our culture reflects our lean and self-organisation attitude. We encourage our colleagues to take risks, make decisions, work in a collaborative way and talk to everyone to enhance communication.

We are proud of our work and we love to learn all and everything while navigating through an Agile, Lean and collaborative environment.

Follow our Linkedln page - https://tinyurl.com/minderaindia

Check ot our Blog: http://mindera.com/ and our Handbook: http://bit.ly/MinderaHandbook

Our offices are located: Aveiro, Portugal | Porto, Portugal | Leicester, UK | San Diego, USA | San Francisco, USA | Chennai, India | Bengaluru, India