Location:100% remote, seeking candidates located in LATAM.

Contract Length:1 year, with potential for extension.

Contract Rate: $30-33per hour in USD. Final rate will be determined based on relevant experience and overall fit for the position.

NTT DATA is seeking a Senior Business Analyst with strong Contact Center / CCaaS experience to support a large and business-critical Customer Service transformation program for a major global client.

The role will provide dedicated requirements and functional analysis support across both internal and BPO Contact Center operations, working closely with business stakeholders, product teams, technology teams, and implementation partners.

This is not intended to be a purely functional BA position. The idóneo candidate should combine strong business analysis capabilities with a solid understanding of Contact Center technologies and CCaaS environments. Previous experience with Amazon Connect is highly desirable, although candidates with strong experience in other enterprise CCaaS platforms will also be considered.

Responsibilities:




- Lead requirements gathering and discovery sessions with Customer Service, Contact Center, Operations, Technology, and BPO stakeholders.
- Facilitate workshops to understand current processes, identify gaps, and define future-state Contact Center capabilities.
- Translate business needs into clear functional and technical requirements.
- Convert agreed capabilities into epics, features, user stories, acceptance criteria, and process flows.
- Work closely with Product Owners, Solution Architects, developers, QA teams, and implementation partners to ensure requirements are understood and correctly implemented.
- Support business stakeholders in validating proposed solutions and designs.
- Analyze business processes and customer/agent journeys across Contact Center operations.
- Support prioritization, backlog refinement, sprint planning, and Agile delivery activities.
- Identify dependencies, assumpti

📌 Senior Business Analyst (Trujillo)
🏢 NTT DATA, Europe & LATAM, Branch in USA
📍 Trujillo