Business Analyst

We are looking for a Business Analyst with proven experience delivering enterprise-class Customer Relationship Management (CRM) and Customer Experience (CX) solutions across local, state, and other public sectors. The ideal candidate should be comfortable owning end-to-end delivery from requirement to deployment.
Responsibilities
Lead requirement-gathering sessions, stakeholder discussions, and functional analysis.
Manage end-to-end delivery of CRM/CX implementations, including case management, service requests, workflows, dashboards, and agent desktop functionality.
Configure and maintain CRM/CX platform modules- translate business rules into workflows, queues, and cross-channel routing logic.
Coordinate with business stakeholders, development, QA, and support teams to ensure smooth project execution and delivery.
Manage escalations, defect tracking, issue resolution, and proactive client communication throughout the project lifecycle.
Plan and support UAT, regression testing, release validation, and production go-live activities.
Track project activities and issues using JIRA or a similar tool in an Agile/Scrum environment.
Requirements:
4+ years of experience in Business Analysis and project coordination, preferably on enterprise CRM or CX platform implementations.
Hands-on experience with an enterprise CRM/CX platform covering case management, workflows, dashboards, etc.
Familiarity with cross-channel service delivery such as web, social, and service channel integration within a unified CRM/CX environment.
Exposure to enterprise application ecosystems (ERP, cloud infrastructure, or related platforms) is a strong advantage.
Proven ability to manage escalations, defect lifecycles, and cross-functional coordination independently.
Proficient with JIRA, Zoho, or similar tools for Agile/Scrum tracking; strong documentation and written communication skills.

Experience
3-6 yrs