Job Description In this role, you will act as the primary conduit between our clients and the technical delivery team, ensuring that every business requirement is translated into a seamless digital experience. As a client-facing Business Analyst, your focus will be on leading strategic discovery sessions and workshops to uncover the unique operational challenges our clients face. You won't just be documenting needs; you will be advising stakeholders on how to best leverage technology to transform their customer service operations and improve agent efficiency. The technical heart of this position is the implementation of the Microsoft Dynamics contact center solution. You will be responsible for mapping out complex workflows—ranging from omnichannel routing and IVR logic to the integration of AI-driven insights—specifically within the Dynamics 365 ecosystem. Your expertise will ensure that the solution is not only technically sound but also aligned with the client’s broader business goals, such as reducing average handle time or increasing first-contact resolution. Collaboration is a cornerstone of this role at NCS. You will work closely with developers and architects to ensure the feasibility of your functional designs while simultaneously managing the expectations of client leadership. From drafting detailed user stories to overseeing the User Acceptance Testing (UAT) phase, you will maintain a rigorous focus on quality and value delivery. This is a high-visibility position that requires a unique blend of technical literacy, analytical precision, and the interpersonal skills necessary to guide a client through a major digital transformation.
