Director, Infrastructure (Contact Center Business Analyst)

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. We're looking for a detail oriented and analytical Director, Infrastructure (Contact Center Business Analyst) to join our team. In this role, you will serve as a critical bridge between business stakeholders and technical teams, analyzing complex business requirements and translating them into effective system integration solutions. You will play a key role in optimizing data connectivity, improving business processes, and ensuring seamless communication across enterprise applications. Working closely with customers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions. Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures. Designing the IVR caller experience for