TIO Consultant

Minor Hotels Europe and Americas

Business Analyst specializing in contact center transformation through automation and technology at Capgemini. Collaborating with teams to analyze processes and drive improvements.

Posted 6/2/2026full-timeMumbai • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

The Business Analyst – Contact Center Operations & Transformation will work closely with cross-functional teams to analyze, document, and optimize contact center processes, focusing on transformation through automation and technology.
This role involves analyzing data, gathering requirements, identifying/prioritizing improvement opportunities, and supporting the implementation of modernized solutions—including AI-driven enhancements and workflow automation.
Collaborate with stakeholders to elicit, document, and prioritize business requirements for contact center transformation projects.
Analyze current contact center processes and workflows to identify pain points, inefficiencies, and opportunities for automation and improvement.
Translate business needs into detailed requirements for technical teams, ensuring alignment with project objectives and client goals.
Conduct in-depth analyses of contact drivers and contact center metrics (e.g., AHT, FCR, CSAT, NPS) to identify trends, challenges, and automation opportunities.
Design and document optimized workflows that leverage automation, AI, and other digital solutions to streamline contact center operations.
Support the implementation of automation solutions focused on reducing operational costs, enhancing agent productivity, and improving customer experience.
Act as a liaison between business and technical teams, facilitating communication to ensure project success.
Assist in the development and execution of project plans, timelines, and deliverables, coordinating with internal teams and client stakeholders.
Organize and lead workshops to present findings, share best practices, and align on solution design with stakeholders.
Use data analytics tools to monitor and evaluate the effectiveness of implemented solutions, providing insights and recommendations for continuous improvement.
Develop dashboards, reports, and presentations to communicate performance metrics, ROI, and value realization to stakeholders.
Stay updated on the latest trends and best practices in contact center technology, including AI, machine learning, automation, and omnichannel customer engagement.

Requirements

What you’ll need

3-5 years of experience as a Business Analyst, with a focus on contact center operations, customer experience, or related fields.
Bachelor’s degree in Business Administration, Information Technology, or a related field. A Master’s degree is a plus.
Familiarity with contact center technologies and CRM platforms (e.g., Salesforce, ServiceNow, NICE, Genesys).
Strong data analysis skills, with the ability to interpret contact center metrics and derive actionable insights.
Excellent verbal and written communication skills, with the ability to present complex information clearly to both technical and non-technical stakeholders.
Demonstrated experience supporting or managing projects, including requirements gathering, documentation, and change management.
Proven ability to analyze and redesign business processes, with experience implementing automation solutions.
Familiarity with digital transformation strategies, AI applications in customer service, and experience in delivering process automation solutions. Skills - Experience working with AI-driven contact center solutions, such as virtual agents, predictive analytics, and Agent Assist. Certifications such as Certified Business Analysis Professional (CBAP), Six Sigma, or Agile Product Owner.
Understanding of regulatory requirements for customer data privacy and compliance within contact centers.

Benefits

Comp & perks

You will also get personalized career guidance from our leaders.
You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini.
You are valued for who you are, and you can bring your original self to work.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisrequirements gatheringprocess optimizationworkflow automationAI applicationscontact center metricsdashboard developmentreportingchange managementdigital transformation

Soft Skills

communicationcollaborationproblem-solvingpresentation skillsstakeholder managementleadershiporganizational skillsanalytical thinkingfacilitationinterpersonal skills

Certifications

Certified Business Analysis Professional (CBAP)Six SigmaAgile Product Owner