Business Analyst - Configuration Specialist

Overview

Company: B-TRNSFRMD – Digital Agility Architects

Job Location: Mumbai and Jaipur (This is a hybrid role and candidate should be from mentioned location only)

Overview

We are seeking a Business Analyst (Configuration Specialist) to support the implementation, configuration, and adoption of enterprise-level cloud-based CX products. This role involves working closely with clients to understand their business needs, translating them into technical configurations, and ensuring seamless product implementation. The ideal candidate will have a strong analytical mindset, technical acumen, and a passion for delivering exceptional customer experiences.

In this role, you will receive training and certification on industry-leading Digital CX platforms, allowing you to specialize in configuring and optimizing these solutions.

Key Responsibilities

• Undergo training and certification on cloud-based CX and ITSM platforms.
• Gather, analyze, and document business and technical requirements.
• Configure CX products to align with client needs and deliver an optimal customer experience.
• Conduct product demonstrations, onboarding sessions, and training for clients.
• Troubleshoot and resolve technical and configuration issues, escalating when necessary.
• Stay up to date with platform capabilities, industry trends, and best practices.
• Collaborate with cross-functional teams including implementation, product, and support teams.
• Assist in pre-sales activities such as product documentation and client presentations.

Qualifications & Experience

• 1-3 years of experience in business analysis, IT projects, or SaaS product implementation.
• Experience working with US clients is preferred.
• Educational background in B.Tech, B.E, MCA, M.Sc. (IT/Computers), or MBA (IT).

Technical Skills (Preferred but Not Mandatory)

• Familiarity with SaaS-based CX software (e.g., Salesforce, Freshdesk, Zendesk).
• Knowledge of contact center software (e.g., Talkdesk, NICE, Five9) and call center processes.
• Basic understanding of web development technologies (JavaScript, HTML, CSS) is a plus.
• Experience with business analysis and documentation tools.

Soft Skills & Work Approach

• Self-motivated, eager to learn, and adaptable in a fast-paced environment.
• Strong analytical, problem-solving, and attention to detail.
• Excellent communication and interpersonal skills for client interactions.
• Ability to work across global teams and collaborate across time zones.
• Comfortable with working overlapping US hours (at least until 12:30 AM IST).

This is an exciting opportunity for someone looking to build expertise in CX technologies, work with leading digital platforms, and drive customer success through technical solutions.

Job Type: Full-time

Pay: ₹700,000.00 - ₹900,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Paid sick time
• Work from home

Schedule:

• Monday to Friday
• US shift

Supplemental Pay:

• Yearly bonus

Application Question(s):

• Are you located in Mumbai or Jaipur?
• Did you read Job Description properly?
• Will you be able to join in next 15 days?

Experience:

• Business analysis: 3 years (Required)

Work Location: In person

Application Deadline: 04/03/2025
Expected Start Date: 11/03/2025