Senior Business / System Analyst

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech\'s engagements to succeed by meeting or exceeding our scope, schedule, and / or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

Our client is a leading provider of call center and customer experience solutions, dedicated to helping large enterprises optimize their customer interactions and workforce management. With a comprehensive suite of software products, offers innovative tools designed to enhance customer engagement, streamline operations, and improve overall service delivery. The "+"company\'s solutions are built to support complex environments and are trusted by top-tier organizations worldwide for their reliability, scalability, and advanced functionality.

We’re seeking a highly analytical and detail-oriented Senior Business / System Analyst to join our CX team. This role involves analyzing, designing, and implementing systems to enhance our customer experience. The ideal candidate will possess a strong understanding of CX best practices, technical analysis skills, and a solid foundation in requirements gathering and prioritization.

Responsibilities

• Conduct detailed analysis of business processes and system requirements related to customer experience.
• Perform system analysis, ensuring effective integration of different systems to support CX goals.
• Identify and document CX requirements, workflows, and key metrics for tracking performance.
• Collaborate with cross-functional teams (Product, Development, Marketing) to ensure CX objectives are embedded in system architecture and workflows.
• Analyze and work with APIs, ensuring seamless integration between systems; manage API specifications and assist in troubleshooting as needed.
• Write clear and detailed use cases and user stories, translating customer needs into actionable technical and business requirements for development teams.
• Document diagrams, workflows, and process flows to support system understanding and maintenance.

Qualifications

Nice to have

We offer

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