Business Application Analyst Senior

We are seeking an experienced and motivated Business Application analyst to support the development, optimization, and ongoing evolution of our Contact Center as a Service (CCaaS) solutions. This role provides subject‐matter expertise, business insight, and application guidance to ensure the CCaaS platform aligns with business goals and delivers high‐quality customer experiences. The Business Application Analyst partners closely with development teams, solution architects, product stakeholders, and cross‐functional teams to shape application direction throughout the CCaaS lifecycle. The role requires a strong understanding of contact center technologies and the ability to translate business requirements into effective, scalable application solutions. Key Responsibilities Business & Application Partner with business stakeholders to understand strategic objectives and translate them into clear, actionable application requirements. Define and maintain clear application goals, success measures, and outcomes aligned to business priorities. Provide ongoing application guidance, recommendations, and insights to support continuous improvement of CCaaS capabilities. Offer regular input and constructive feedback to delivery teams to ensure solutions align with intended business outcomes. Platform Strategy & Roadmap Contribute to the definition and execution of the CCaaS platform roadmap, ensuring alignment with customer needs, business goals, and enterprise architecture standards. Identify opportunities to enhance platform functionality, efficiency, and user experience through new features, configuration changes, or process improvements. Stay current with industry trends, CCaaS innovations, and emerging technologies to inform platform strategy and future enhancements. Collaborate closely with product management, architecture, sales, marketing, and operations teams to prioritize enhancements and manage dependencies. Development & Operations Support Provide functional and technical oversight throughout the design, development, implementation, and ongoing maintenance of CCaaS solutions. Act as a key contributor in solution design, ensuring reliability, scalability, performance, and security requirements are met. Analyze system performance and operational metrics to proactively identify risks, issues, or optimization opportunities. Support the integration of the CCaaS platform with enterprise systems such as CRM solutions (e.g., Salesforce, Microsoft Dynamics) and other third‐party applications. Agile Delivery & Collaboration Actively participate in agile delivery activities such as sprint planning, backlog refinement, stand‐ups, and retrospectives. Define and refine user stories, acceptance criteria, and functional specifications to support efficient delivery. Serve as a subject‐matter expert to development teams, helping clarify requirements and resolve functional or integration‐related questions. Promote best practices in documentation, testing, and release readiness across the CCaaS lifecycle. Vendor & Stakeholder Engagement Manage day‐to‐day working relationships with CCaaS vendors and technology partners, ensuring solutions meet agreed service and quality standards. Evaluate vendor capabilities, product offerings, and roadmaps to support informed decision‐making. Act as a primary liaison between technical teams and internal stakeholders, providing clear updates on platform changes, risks, milestones, and delivery progress. Support contract, licensing, and service‐related discussions by providing application insight and usage analysis. Skills & Experience Extensive experience in business application analysis, preferably within CCaaS or contact center technologies. Strong understanding of contact center platforms, omnichannel solutions, IVA, routing, workforce engagement, and analytics. Proven ability to translate complex business needs into clear functional and technical requirements. Experience supporting agile delivery teams and enterprise system integrations. Strong stakeholder management, communication, and influencing skills. Analytical mindset with the ability to balance strategic thinking and hands‐on problem solving. Experience working with CCaaS or customer experience platforms in an enterprise environment. #LI-Hybrid FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all Our Company FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding. Our Philosophy The People-Service-Profit philosophy (P‐S‐P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P‐S‐P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well‐being, and value their contributions to the company. Our Culture Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace. Equity, Opportunity & Diversity (EO&D) Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness, and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all aspects in the job description as you could be exactly who we need for this or another opportunity. We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, or any other characteristic protected under international and national laws and regulations. We reasonably accommodate team members and third parties to ensure equal access, inclusion, and fairness across all protected characteristics. #J-18808-Ljbffr