Our client is a leading provider of call center and customer experience solutions, dedicated to helping large enterprises optimize their customer interactions and workforce management. With a comprehensive suite of software products, offers innovative tools designed to enhance customer engagement, streamline operations, and improve overall service delivery. The company's solutions are built to support complex environments and are trusted by top-tier organizations worldwide for their reliability, scalability, and advanced functionality.
We’re seeking a highly analytical and detail-oriented Senior Business/System Analyst to join our CX team. This role involves analyzing, designing, and implementing systems to enhance our customer experience. The ideal candidate will possess a strong understanding of CX best practices, technical analysis skills, and a solid foundation in requirements gathering and prioritization.
Responsibilities:
- Conduct detailed analysis of business processes and system requirements related to customer experience.
- Perform system analysis, ensuring effective integration of different systems to support CX goals.
- Identify and document CX requirements, workflows, and key metrics for tracking performance.
- Collaborate with cross-functional teams (Product, Development, Marketing) to ensure CX objectives are embedded in system architecture and workflows.
- Analyze and work with APIs, ensuring seamless integration between systems; manage API specifications and assist in troubleshooting as needed.
- Utilize SQL for data extraction and analysis, helping to identify CX trends, pain points, and improvement opportunities.
- Apply authentication and authorization principles (e.g., OAuth 2.0) to support secure customer data access and integrations.
- Write clear and detailed use cases and user stories, translating customer needs into actionable technical and business requirements for development teams.
- Prioritize requirements based on business impact, aligning with stakeholders to deliver high-value improvements.
- Document diagrams, workflows, and process flows to support system understanding and maintenance.
- 4+ years of proven experience in business/system analysis, preferably within the CX domain.
- Strong knowledge of CX principles, customer journey mapping, and user experience design.
- Experience with API integration and management, as well as data analysis using SQL.
- Previous experience in Software Development or DevOps
- Expertise in requirement prioritization, use-case development, and writing user stories.
- Ability to document complex system diagrams and workflows for integration and process clarity.
- Proficiency with data analysis tools and methodologies (SQL, Excel, or BI tools).
- Experience working with CRM, ERP, or CX platforms (e.g., Salesforce, SAP, Zendesk).
- Bachelor’s degree in business, Information Systems, Computer Science, or related field
- Excellent analytical and problem-solving skills with a strong attention to detail.
- Strong communication and interpersonal skills for effective collaboration with technical and non-technical stakeholders.
Nice to have:
- Familiarity with Agile methodologies and experience in an Agile environment.
- Experience with authentication and authorization concepts, specifically OAuth 2.0.
We offer:
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Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
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Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
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Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
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Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
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Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
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Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
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Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
