Ring Central Business Analyst (Remote)

Ring Central Business Analyst

Location: San Diego, CA – MST, PST, CST will work but not EST

Duration:

Role Summary
We are looking for an experienced RingCentral Business Analyst with strong knowledge of RingCentral Contact Center contact center operations and practical hands on use of Generative AI GenAI
You’ll work with business stakeholders contact center managers agents Ring Central technical teams and solution architects You'll gather requirements analyse processes define RingCentral solutions support testing and help each release go live successfully You should use GenAI tools to speed up and improve BA deliverables You should also be able to find and define AI use cases within the contact center
Key Responsibilities
Business Requirements Analysis
Work with stakeholders contact center managers supervisors and agents to gather and analyse business and operational requirements
Run requirement workshops and stakeholder interviews
Turn business needs into functional and nonfunctional requirements user stories acceptance criteria use cases and process flows
Track each requirement through design configuration testing and golive
Balance longterm strategic goals with shortterm operational needs
RingCentral Contact Center
Define requirements for
IVR and call flows
ACD
Call queues
Skillsbased routing
Agent and supervisor workflows
Businesshours afterhours and holiday routing
Call recording
Transfers
Agent presence
Reporting analytics and dashboards
Review current RingCentral configurations and recommend improvements
Work with RingCentral technical and architecture teams to turn approved requirements into platform configuration
GenAI Enablement
Use GenAI tools such as Microsoft Copilot or ChatGPT in daily BA work including
Drafting requirements user stories and acceptance criteria
Summarising workshops
Creating process documentation
Producing UAT test scenarios
Analysing stakeholder inputs
Find and define AI use cases in the contact center such as
Call and interaction summarisation
Sentiment analysis
Conversation intelligence
AIassisted agent guidance
Intelligent routing
Virtual agents and selfservice
Gather requirements and acceptance criteria for RingCentral AI capabilities and work out their impact on agent workflows reporting and customer experience
Write effective prompts and check all GenAI outputs for accuracy completeness and business relevance before sharing them
Follow organisational guidelines on responsible AI use data privacy and handling confidential or customer data
Process Analysis Optimisation
Document ASIS and TOBE contactcenter processes
Simplify and optimise call flows queues routing logic agent processes and customer journeys including through AIdriven automation
Assess the business impact of proposed RingCentral changes
Testing Implementation
Write business scenarios and test cases from approved requirements
Coordinate User Acceptance Testing UAT track issues to closure and obtain business signoff
Support golive readiness postimplementation support and hypercare
Change Impact Management
Analyse the impact of change requests on
Processes
Call flows
Routing
Queues
Agent workflows
Reporting
RingCentral configuration
Document approved changes and follow the defined changemanagement processes
Stakeholder Management
Act as the main link between business stakeholders and RingCentral technical teams
Run workshops solution walkthroughs demos and UAT sessions
Present delivered features to business stakeholders
Work effectively with global teams across different time zones
Required Qualifications
Bachelors degree in Computer Science IT Business Information Systems or a related field
5 years of Business Analyst experience preferably in contactcenter or telecommunications environments
Handson BA experience with RingCentral Contact Center mandatory
Experience on RingCentral implementation migration or enhancement projects
Strong understanding of
IVR
ACD
Call routing
Queues
Skillsbased routing
Agent and supervisor workflows
Call recording
Contactcenter reporting
Practical experience using GenAI tools for business analysis and documentation mandatory
Understanding of prompt writing the limits of GenAI such as inaccurate or madeup outputs and responsibleAI practices
Strong experience writing user stories acceptance criteria use cases and process flows
Experience coordinating UAT and obtaining business signoff
Experience working in Agile delivery environments
Excellent analytical communication facilitation and stakeholdermanagement skills
A customerfirst mindset
Preferred Experience
Experience defining or implementing AI features in contact centers such as conversation intelligence AI summaries virtual agents or AIassisted routing
Experience with customer journey mapping
Knowledge of contactcenter KPIs AHT FCR ASA Service Level Abandonment Rate Occupancy Utilization and CSAT
Mandatory Skills : Design Thinking And Ideation Workshops