Confiz is currently seeking a Business Analyst to support one of our largest clients. This is a critical initiative to transition separate Consumer Care teams into a unified organizational design under Corporate Affairs. This transformation involves implementing a consolidated contact center vendor strategy that leverages a harmonized technology stack. The end-state solution aims to unlock synergy value by streamlining operations, sunsetting heritage technology, improving data quality and consistency, and elevating the consumer experience through the consolidation of technology and contact center vendors. A key enabler for this objective is the consolidated tech stack, which will harmonize Quality Metrics and related critical alert processes.
Responsibilities
The Business Analyst will play a crucial and continuous role throughout all phases of the project, from discovery and design through execution, training, and deployment.
During Discovery & Design Phase (August 2026 - October 2026):
- Gather and define business requirements to ensure alignment with project objectives. Engage stakeholders to validate requirements and prioritize them based on business impact and feasibility.
- Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
- Use Agile methodologies and tools (Azure Dev Ops, Jira, Confluence, MS Teams) and work on a global Agile team using Project Management Excellence for Integration processes.
- Actively contribute to the Salesforce Discovery/Design process led by Business, DT, and external partner (Salesforce platform vendor). This involves identifying changes and design requirements to integrate Salesforce Service Cloud technology stacks under Corporate Affairs.
- Support the development of key deliverables including Capabilities Blueprint & Prioritization, Future State Architecture, Persona Definitions & User Journeys, Data & Integration Design, Implementation Timeline/Budget/Resource Plan post discovery, and Future State Process Maps.
- Define data requirements, including identifying the need for records consolidation, migration, and designing data integration solutions.
- Analyze and document how processes and ways of working will be impacted by technology changes and vendor consolidations, recognizing that SFSC platform changes will affect contact handling processes and system look/feel.
- Contribute to understanding how the consolidated tech stack will enable the harmonization of Quality Metrics and related critical alert processes, including the impact of data model changes on Quality met