Contact Center Business Analyst

Actively Reviewing

Vernovis

1–2 yrs exp Posted 3 hours ago · Apply by Sep 14, 2026

Job Description

Job Title: Contact Center Business Analyst
Location: Cincinnati OH (Onsite)

Who We Are:
Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.

Come join us:
Vernovis is looking for a Contact Center Business Analyst who will serve as the primary liaison between our clients Contact Center and IT, working closely with business stakeholders to understand operational needs, gather and document requirements, and translate them into actionable technology solutions. In addition to leading business analysis efforts, this individual will support the day-to-day administration of the contact center platform by handling basic user management and Tier 1 administrative tasks while developing deeper platform expertise over time. This role is ideal for someone with strong communication skills, a collaborative mindset, and an interest in growing their knowledge of contact center technologies.

What You'll Do:

Partner directly with Contact Center business stakeholders to gather, analyze, document, and validate business and system requirements for new initiatives and enhancements.
Serve as the liaison between business users and technical teams, facilitating discussions, clarifying requirements, and helping resolve functional issues.
Create clear business requirements, process documentation, user stories, and supporting documentation to ensure successful project delivery.
Support the day-to-day administration of the contact center platform by performing basic user administration, adds, moves, changes, and other Tier 1 support activities while developing deeper platform expertise.
Collaborate with cross-functional teams to identify opportunities for process improvements and support the successful implementation of contact center technology solutions.

What You'll Have:

Strong Business Analyst experience with a proven ability to gather, document, and communicate business requirements.
Excellent verbal and written communication skills with the confidence to work effectively with stakeholders at all organizational levels.
Experience supporting or partnering with a Contact Center environment; exposure to any contact center platform (NICE, Five9, Genesys, Cisco, Amazon Connect, etc.) is preferred but not required.
Demonstrated ability to learn new technologies quickly and an interest in developing hands-on administrative knowledge of a contact center platform.
Strong analytical, problem-solving, and relationship-building skills with the ability to balance business needs and technical solutions.

The Vernovis Difference:
Vernovis offers Health, Dental, Vision, Voluntary Short & Long -Term Disability, Voluntary Life Insurance, and 401K.

Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws.

Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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