Communications Business Analyst

📌 Core Information

🔹 Job Title: Communications Business Analyst

🔹 Company: Trek

🔹 Location: Farīdābād, Haryāna, India

🔹 Job Type: Full-Time

🔹 Category: Business & Analyst

🔹 Date Posted: 2025-04-08

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Serving as the primary administrator for our CCaaS platform (8x8).
• Collaborating with vendors and internal stakeholders to enhance contact center capabilities.
• Gathering and documenting business requirements into functional and technical specs.
• Guiding solutions through the full software development lifecycle in an Agile environment.

ASSUMPTION: This role requires a strong understanding of contact center platforms and experience working with vendors to drive improvements.

📋 Key Responsibilities

✅ Serve as the primary administrator for our CCaaS platform (8x8).

✅ Collaborate with vendors and internal stakeholders to enhance contact center capabilities.

✅ Gather and document business requirements into functional and technical specs.

✅ Guide solutions through the full software development lifecycle in an Agile environment.

✅ Manage and configure call flows and IVRs.

✅ Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy.

✅ Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning.

✅ Support global teams on outcome-focused projects and collaborate across departments.

✅ Support infrastructure in managing gateways for our global Retail and Customer Care locations

✅ Drive testing, release management, and sprint planning activities.

✅ Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly.

✅ Create flowcharts, storyboards, and visuals to enhance system/user interface understanding.

✅ Maintain high standards of customer service, quality, and responsiveness.

✅ Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR).

ASSUMPTION: This role requires strong project management skills, attention to detail, and the ability to work effectively with various teams and stakeholders.

🎯 Required Qualifications

Education: Bachelor's degree in an IT-related discipline or equivalent experience.

Experience: 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments.

Required Skills:

• Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud).
• Excellent verbal and written communication skills; confident facilitator and interviewer.
• Expert notetaking and documentation skills.
• Experience managing vendor relationships and driving performance.
• Familiarity with Agile methodologies, sprint planning, and stand-up facilitation.
• Ability to manage multiple concurrent projects in a fast-paced environment.
• Working knowledge of testing and release practices.
• Experience in integrations with CRM and digital channels.
• Strong interest in AI, analytics, and reporting tools (Excel, Power BI).

Preferred Skills:

• Understanding the configuration of Sip Trunks and Gateways
• Experience with Dynamics CRM integrations.
• Exposure to expense management, procurement systems, or reporting platforms.
• Familiarity with GDPR and other privacy laws.
• Passion for learning new technologies and improving business processes.

ASSUMPTION: Candidates should have a strong background in business analysis and experience working with contact center platforms. Familiarity with Agile methodologies and vendor management is also crucial.

💰 Compensation & Benefits

Salary Range: INR 8,00,000 - 12,00,000 per annum (Estimated based on industry standards for the role, experience level, and location)

Benefits:

• Health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Employee discounts on Trek bikes and gear
• Tuition reimbursement and professional development opportunities

Working Hours: Full-time, Monday-Friday, 9:00 AM - 6:00 PM IST (with flexibility for remote work)

ASSUMPTION: The salary range provided is an estimate based on industry standards for the role, experience level, and location. Actual compensation may vary based on qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: Sporting Goods, specifically Bicycles and Cycling Accessories

Company Size: 5,001-10,000 employees (Large enterprise with global presence)

Founded: 1976 (Over 45 years of experience in the industry)

Company Description:

• Trek is a global leader in the design and manufacture of bicycles and related products.
• The company is committed to breaking down barriers that prevent people from using bicycles more often for transportation, recreation, and inspiration.
• Trek values fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly.

Company Specialties:

• Product Development
• Design
• Engineering
• Cycling
• Human Resources
• Marketing
• Communication
• Finance
• Mountain Bikes
• Manufacturing
• Social Media
• Health
• Information Technology
• Events
• Cycling Athletes
• Videography
• Photography
• Outdoor Industry
• Fitness
• Triathlon
• Internships
• Corporate
• Retail
• Sales
• eCommerce
• Bicycles
• Distribution
• And Information Systems

Company Website: https://trekbikes.com

ASSUMPTION: Trek is a well-established company with a strong global presence and a commitment to innovation and sustainability in the cycling industry.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth and advancement within the company.

Reporting Structure: This role reports directly to the Manager of Global Contact Center Operations and works closely with various internal stakeholders and vendors.

Work Arrangement: On-site, with flexibility for remote work as needed.

Growth Opportunities:

• Potential career progression into senior business analyst or management roles within the contact center or IT departments.
• Opportunities to work on high-impact projects and drive meaningful change within the organization.
• Chance to gain experience working with global teams and vendors, expanding professional network and skillset.

ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to take on more responsibility and advance within the company.

🌍 Location & Work Environment

Office Type: Corporate office environment with on-site amenities and a casual dress code.

Office Location(s): Trek India, Haryana, India

Geographic Context:

• Farīdābād is located in the northern Indian state of Haryāna, approximately 250 kilometers south of New Delhi.
• The city is well-connected by road, rail, and air transportation networks.
• Farīdābād offers a mix of urban and rural environments, with a population of over 1.4 million people.

Work Schedule: Full-time, Monday-Friday, 9:00 AM - 6:00 PM IST, with flexibility for remote work as needed.

ASSUMPTION: The work environment at Trek India is collaborative, dynamic, and focused on driving results through teamwork and innovation.

💼 Interview & Application Insights

Typical Process:

• Online application submission and resume screening.
• Phone or video screening with the HR department.
• Technical assessment or case study presentation.
• In-person or video interview with the hiring manager and team members.
• Final round interview with senior leadership.

Key Assessment Areas:

• Technical knowledge of contact center platforms and business analysis methodologies.
• Problem-solving skills and ability to think critically about business processes.
• Communication and interpersonal skills, including active listening and effective presentation.
• Cultural fit and alignment with Trek's values and mission.

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role.
• Demonstrate your understanding of contact center technologies and business analysis best practices in your application materials.
• Prepare for behavioral interview questions that focus on problem-solving, communication, and teamwork skills.
• Research Trek's company culture and values to show your enthusiasm for the opportunity and cultural fit.

ATS Keywords: Business Analysis, Contact Center, CCaaS, 8x8, Agile, Vendor Management, CRM Integrations, Project Management, Testing, Release Management, AI, Large Language Models, GDPR

ASSUMPTION: The application process at Trek is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit with the company's values and mission.

🛠️ Tools & Technologies

• 8x8 Contact Center as a Service (CCaaS) platform
• Microsoft Dynamics CRM
• Cognigy ChatBot Platform
• JIRA Project Management Tool
• Confluence Collaboration Software
• Excel Spreadsheet Software
• Power BI Business Intelligence Tool
• Sip Trunks and Gateways
• Expense Management, Procurement Systems, or Reporting Platforms

ASSUMPTION: Familiarity with these tools and technologies is essential for success in this role, as they are used daily to manage contact center operations and drive improvements.

👔 Cultural Fit Considerations

Company Values:

• Love
• Act with Integrity
• Inspire and be Inspired
• Work Together
• Pursue Progress
• Create Fun

Work Style:

• Collaborative and team-oriented
• Focused on driving results and continuous improvement
• Adaptable and open to feedback
• Passionate about cycling and outdoor activities
• Committed to sustainability and social responsibility

Self-Assessment Questions:

• How do you demonstrate love in your daily work and interactions with colleagues and customers?
• Can you provide an example of a time when you acted with integrity, even when no one was watching?
• How do you inspire and be inspired by your team members and the broader Trek community?
• Describe a situation where you had to work together with a diverse group to achieve a common goal. What was the outcome?
• How do you pursue progress in your personal and professional life, and how have you applied this to your work at Trek?
• Can you share a story about how you created fun in a work environment, either at Trek or a previous role?

ASSUMPTION: Candidates who align with Trek's values and work style are more likely to succeed in this role and contribute to the company's mission and culture.

⚠️ Potential Challenges

• Managing multiple concurrent projects and deadlines in a fast-paced environment.
• Working with global teams and vendors across different time zones and cultures.
• Keeping up with the latest trends and technologies in contact center platforms and AI.
• Balancing the need for innovation with the requirement to maintain high standards of customer service and quality.
• Navigating a large, complex organization with multiple stakeholders and reporting lines.

ASSUMPTION: These challenges require strong project management skills, adaptability, and the ability to work effectively in a dynamic, global environment.

📈 Similar Roles Comparison

• This role differs from related positions in its focus on contact center platforms and business analysis within the cycling industry.
• Compared to other business analyst roles, this position requires a deeper understanding of contact center technologies and vendor management.
• Career progression in this role may follow a path into senior business analyst or management roles within the contact center or IT departments, rather than transitioning to other functional areas.

ASSUMPTION: This role offers unique opportunities and challenges compared to similar positions in other industries or functional areas.

📝 Sample Projects

• Leading a project to implement a new IVR system to improve customer self-service options and reduce call volume.
• Collaborating with a cross-functional team to integrate a chatbot platform with the existing CCaaS system to enhance customer interactions and support agents.
• Conducting a comprehensive review of contact center workflows and processes to identify inefficiencies and opportunities for improvement, resulting in a 20% increase in agent productivity.

ASSUMPTION: These sample projects demonstrate the types of initiatives a Business Analyst in this role might work on, focusing on driving improvements in contact center operations and customer experiences.

❓ Key Questions to Ask During Interview

• Can you describe the current state of our contact center platforms and workflows, and what areas you see as priorities for improvement?
• How do you approach working with vendors to drive performance and ensure our contact center technologies remain state-of-the-art?
• Can you provide an example of a time when you had to manage a complex project with multiple stakeholders and tight deadlines? How did you ensure the project stayed on track and met its objectives?
• How do you stay up-to-date with the latest trends and technologies in contact center platforms and AI, and how do you apply this knowledge to your work?
• Can you share a story about a time when you had to balance innovation with the need to maintain high standards of customer service and quality? How did you approach this challenge, and what was the outcome?

ASSUMPTION: These interview questions help assess candidates' technical knowledge, problem-solving skills, and cultural fit with Trek's values and mission.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on contact center technologies, business analysis, and project management.
• Prepare for technical assessments or case study presentations by brushing up on your knowledge of contact center platforms and business analysis methodologies.
• Research Trek's company culture and values to show your enthusiasm for the opportunity and cultural fit.
• Follow up with the hiring manager one week after submitting your application to express your interest in the role and inquire about the status of your application.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.