At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose. Your Role - Have experience on a varied range of projects ranging from Product Development & Management, Business Analysis, process mapping & improvement, agile transformation, advisory/consulting, and digital automation. - Lead and manage transformation initiatives for clients across domains such as MFG, Energy, Automotive, Telecom, Pharma, CPR etc., ensuring alignment with organizational goals and objectives. - Act as a link between the business and the development team to ensure that the requirements are met and help the larger IT team (cross-functional/cross-skilled) to deliver a solution that works for the client. - Elicit requirements from various stakeholders & translate business requirements into functionality and assess various solution options risks, feasibility, opportunities, and business impacts. Your Profile - 4 to 7 years of Experience on Business Analysis / Digital Transformation / Process Consulting / Business Consulting - Master’s degree in business administration. - Experience and knowledge of at least two industries from MFG, Energy, Automotive Pharma, CPR, Telecom, etc. - Good experience in working in SDLC and AGILE program management methods. What you will love about working here - We recognize the significance of flexible work arrangements to provide support. Be it remote work, or flexible work hours, you will get an environment to maintain healthy work life balance. - At the heart of our mission is your career growth. Our array of career growth programs and diverse professions are crafted to support you in exploring a world of opportunities. - Equip yourself with valuable certifications in the latest technologies such as Generative AI. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Role Description The Senior Business Analyst, Agent Process Optimization on the Process Excellence team plays a key role in analyzing and improving operational processes that support frontline agents in delivering seamless customer experiences. Reporting to the Manager of Process Excellence, this role contributes to initiatives that enhance agent workflows, reduce service breaks, and improve contact center performance. Success is measured through key performance indicators such as SLA adherence, Cost per Resolution (CpR), Customer Effort Score (CES), and Agent Quality Score. This role emphasizes data-driven problem solving and cross-functional collaboration. The Senior Business Analyst partners with teams such as Training, Quality, Escalations, Workforce Management, Product Support & Insights, and Tooling to identify inefficiencies, gather requirements, and support the implementation of scalable solutions that drive business impact. Day to day, you’ll… - Support process improvement efforts across contact center operations, with a focus on agent workflows, SOPs, and support tools. - Analyze performance metrics to identify trends and recommend areas for improvement. - Participate in stakeholder sessions to gather requirements and document process and system needs. - Maintain process documentation, including process maps, SOPs, and knowledge articles. - Assist in automation and intelligent process design efforts, including RPA and Salesforce integrations. - Collaborate cross-functionally to ensure process alignment with service standards and business goals. - Share findings and recommendations with team leads and managers to support decision-making. - Contribute to team playbooks and best practices. - Monitor the implementation of process changes and help assess their impact. - Stay informed on industry trends and suggest relevant best practices. Qualifications - Bachelor’s degree in Business Administration, Operations, or a related field — or equivalent professional experience - 5 years of experience in business analysis, preferably in a contact center or customer care environment - Strong analytical skills with the ability to interpret data and provide actionable insights - Familiarity with performance metrics such as SLA, CpR, CES, and Agent Quality Score - Proficiency in data analysis tools (Excel, Power BI) and process documentation tools - Exposure to Salesforce, RPA tools, or knowledge management platforms is a plus - A continuous improvement mindset and a collaborative approach to problem-solving - Comfortable working independently in ambiguous environments to drive solutions for complex problems - Strong communication and stakeholder engagement skills - Ability to manage multiple priorities in a dynamic environment Benefits - Medical and prescription drug coverage - Participation in the H&R Block Retirement Savings Plan (401(k) Plan) - Employee Assistance Program - (Virtual) fitness center programs - Associate discount program - Automatic enrollment in Business Travel Accident Insurance - Associate Tax Prep benefit Pay Range The pay range for this position is $89,800.00 - $134,700.00/Yr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. Your Mission The Business Analyst (AI-driven) acts as the bridge between raw technical discovery and actionable execution. You will take the high-level output from our AI reverse-engineering efforts and transform it into a surgical roadmap for our development teams. Key Responsibilities - WBS Creation: Transform reverse-engineering outputs into a comprehensive Work Breakdown Structure (WBS). - Capability Clarification: Group technical findings into logical business capabilities, ensuring requirements are "implementation-ready." - Requirement Refinement: Use AI tools to expedite the documentation process, ensuring high-fidelity requirements that minimize ambiguity for the engineering team. - Stakeholder Alignment: Validate that the decomposed requirements align with the strategic goals of the modernization project. Qualifications - Strong background in Technical Business Analysis within modernization or migration projects. - Experience working with Agile methodologies and creating detailed Work Breakdown Structures. - Familiarity with AI productivity tools to enhance documentation and requirement gathering. - Advanced/fluent English skills. If you like it, just apply and good luck! #LI-JM2 Our benefits: -Health and dental insurance -Meal and food allowance -Childcare assistance -Extended paternity leave -Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; -Profit Sharing and Results Participation (PLR); -Life insurance -Continuous learning platform (CI&T University); -Discount club -Free online platform dedicated to physical, mental, and overall well-being -Pregnancy and responsible parenting course -Partnerships with online learning platforms -Language learning platform And many more! More details about our benefits here: https://ciandt.com/br/pt-br/carreiras At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it. We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.

About the position: Velosio is looking for a Business Analyst to be an integral member of the Customer Engagement/Apps & Automate team. We are seeking a Business Analyst (BA) to join our Customer Engagement (CE) and Apps & Automate practice. This role is critical to assuring delivery quality, reducing project risk, and ensuring successful outcomes across Dynamics 365 and Power Platform implementations. The BA will play a foundational role in Analysis & Design (A&D) and throughout delivery by translating business needs into clear, structured, and build-ready requirements and backlog artifacts. This role directly addresses key delivery challenges related to scope clarity, client expectations, and change management. Your day might look like: Requirements & Analysis - Lead requirements gathering sessions with clients and internal stakeholders - Work with Lead Functional Consultants to translate business needs into clear, structured functional requirements - Develop: - Business process flows - Detailed use cases - User stories with acceptance criteria - Ensure all requirements are complete, testable, and traceable A&D Phase Leadership - Serve as a core contributor during Analysis & Design (A&D) - Produce build-ready backlog aligned to approved scope - Partner with Lead Functional Consultants and Solution Architects to: - Validate solution design - Ensure feasibility and alignment to requirements - Drive requirements sign-off and traceability Backlog Ownership & Quality Control - Own and maintain the functional backlog throughout delivery - Ensure all backlog items: - Tie directly to approved requirements - Include clear acceptance criteria - Are ready for development without ambiguity - Review and approve backlog items prior to build Testing & Validation - Perform unit testing and functional validation of developed solutions - Ensure delivered functionality aligns with: - Documented requirements - Defined use cases - Acceptance criteria - Support UAT preparation and issue triage Change Orders & New Scope Definition - Lead requirements definition for: - Change orders (COs) - Work orders (WOs) - Ensure new scope is: - Clearly defined and documented - Estimated accurately - Approved before build begins Cross-Functional Collaboration - Work closely with: - Functional Consultants - Technical Consultants / Developers - Project Managers - Practice Leadership - Act as the bridge between business stakeholders and delivery teams What you'll bring: Required: - 3–7+ years of experience as a Business Analyst in consulting or technology delivery - Experience with: - Dynamics 365 CE (Sales, Customer Service, Field Service) and - Microsoft Power Platform (Power Apps, Power Automate, Dataverse) - Strong experience in: - Requirements gathering - User story creation - Backlog management (Azure DevOps or similar) - Proven ability to create clear, structured, and actionable documentation Preferred: - Experience working in consulting/professional services environments - Familiarity with Agile / Scrum delivery methodologies - Exposure to AI/Copilot or modern Power Platform capabilities - Experience supporting A&D or discovery phases of implementations - Excellent analytical and problem-solving abilities - Strong organizational and multi-tasking skills - Time management skills with the ability to meet deadlines - Exceptional verbal, written, and presentation skills - Ability to work effectively both independently and as part of a team Who we are: At Velosio, we focus on what matters most - our people. We are a values-driven organization committed to delivering an outstanding employee experience to all our team members. Velosio’s years of experience with business applications translate to a deep bench of tenured team members with competency across enterprise resource management (ERP), customer relationship management (CRM), and cloud services. We have earned recognition from Microsoft as a top 1% performing partner worldwide and an emerging NetSuite leader. We have strategic independent software vendor (ISV) partnerships and a portfolio of solution and service offerings to accelerate what’s next for business. Our mission is to enable clients to realize business value faster, simplify the process of deploying technology, acquire deeper data-driven insights, and explore ongoing innovation to drive business forward. We support the entire Microsoft Dynamics portfolio, Office 365 family and Azure services. Velosio is the only Microsoft Cloud Distributor that specializes in Dynamics 365 and is a prominent Microsoft Master VAR. Headquartered in Atlanta, Georgia, Velosio’s 400 employees serve over 4,000 clients. Beyond our expertise, as a Velosio team member, you can leverage the Velosio award winning culture - a network of top-notch peers, day-to-day flexibility, career development resources and the largest incentive opportunities in the industry. Some reasons you might like working with us: At Velosio, YOU MATTER. Due to our ongoing commitment to delivering an exemplary employee experience, Velosio has been recognized by Comparably in multiple categories – including Best Company Culture (2021-2024), Best Company Outlook (2022-2025), Best Company for Career Growth and Best Leadership Teams (2022-2025). Access the following link to see why: - 100% of current Velosio team members feel the company is invested in their career growth - 99% feel their manager cares about them as a person - 99% look forward to interacting with their coworkers every day https://www.comparably.com/companies/velosio At Velosio, YOUR WELLNESS MATTERS. We know one size doesn't fit all, which is why we offer a comprehensive benefits package that allows our team members to create a personalized plan best suited for their unique needs, including: - 3 Medical Insurance options with a company contribution to HSA - 3 Dental Insurance options including adult orthodontics - 3 Vision Insurance options - Unlimited PTO (UPTO) - Remote working environment - 401k Match 50% of the first 6% - StayWell Program – a cash reimbursement up to $600 a year toward Wellness EEO Statement: Velosio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation with the application process due to a disability, you may contact us at recruiting@velosio.com or you may call us at (888) 725-2555.