Miratech is an IT services and outsourcing company that provides services to multinational organizations all over the world. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication, and technology domains. Founded in 1989, Miratech has its headquarters in New York, USA; with R&D centers in Poland, Philippines, Slovakia, Spain, and Ukraine. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, and to be a part of the international relentless team which helps the visionaries to change the world.

The Business Analyst is a leadership role performing a highly collaborative function across business and IT teams to envision and deliver capabilities to the business. The Business Analyst, working with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. LivePerson), and enterprise partners, collaborate with the business to develop an end-to-end view of digital capabilities (SMS, Chat, Email, etc) for implementation. Deliverables include high-level requirements, designs, and diagrams articulating the solution to be delivered. Solutions vary across lines of business, channels, and integrations (e.g. CRM). Additionally, this role will focus on the delivery of enterprise business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of end-to-end solutions for all Contact Center Services technology platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.

Responsibilities:

• Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise architecture
• Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones)
• Engages in business analysis and design for contact routing, personalization, and self-service analysis and design
• Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of business capabilities
• Translates enterprise and/or business requirements into long-term technical architecture, and data lake solutions

• 4-5 years of experience in voice and data telecommunications working with software vendors such as Genesys, Avaya, Cisco
• Well-versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other related channels such as IVR, chat, SMS, email
• Knowledge of co-browse, and chat/voice bots

Nice to have:

• Proven ability to lead large enterprise call center agent migrations between technology platforms

We offer

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• ForeverRemote work culture: make the most of the flexibility that comes with remote work. 
• Growth mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities. 
• Global impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming multicultural environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social sustainability values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.