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NTT (Thailand) Limited

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Aug 1, 2025

IT Business Analyst

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mrt iconMRT Lumphini
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salary iconBased on company’s structure
number of positions iconVacancies
number of positions icon1
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Job Descriptions
  1. Analyze business requirements related to contact center operations and customer service processes.   2. Gather, document, and validate functional and non-functional requirements for contact center technologies (e.g., IVR, CRM, CTI, Chatbots, Voice Recorder, Performance Management, Workforce Management).   3. Work closely with the project team, client, stakeholders, including operations, IT, and customer experience teams, to ensure alignment between business needs and technical solutions.   4. Identify process improvement opportunities to enhance customer experience, operational efficiency, and agent productivity.   5. Support the design and implementation of new contact center solutions, such as omnichannel communication, self-service automation, and AI-driven analytics.   6. Collaborate with developers and solution architects to define technical specifications and ensure successful system integration.   7. Perform data analysis on key performance indicators (KPIs) such as call volume, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).   8. Support for System Integrations Testing and Conduct user acceptance testing (UAT) and training sessions for contact center staff.   9. Monitor system performance and generate reports to provide insights on contact center operations.   10. Stay updated on industry trends, emerging technologies, and best practices in customer experience and contact center management.
Qualifications
  1. Bachelor’s degree in business administration, Information Technology, Computer Science, or a related field.
  2. 3 years or more of experience as a Business Analyst, preferably in a contact center or customer experience environment.
  3. Strong understanding of contact center operations, customer service workflows, and related technologies (e.g., Avaya, Genesys, Cisco, NICE, etc.).
  4. Proficiency in data analysis and reporting tools (Excel, Power BI, Tableau).
  5. Excellent communication, problem-solving, and stakeholder management skills.
BenefitsSee all Benefits.
How to apply
- สมัครผ่าน JobThai - ส่ง Resume มาที่ E-mail
Contacts
Human resource (HR)
NTT (Thailand) Limited
อาคาร วัน แบงค็อก ทาวเวอร์ 3 ชั้นที่ 21
Lumphini Pathum Wan Bangkok 10110
Tel. : 02-625-0999
Email : nttsolutions_211@trustmail.jobthai.com (Email for job application & inquiry)
Website : https://careers.services.global.ntt/global/en/home
Location
One Bangkok
Lumphini Pathum Wan Bangkok
Directions
สำนักงานใหญ่ : อาคาร วัน แบงค็อก ทาวเวอร์ 3 MRT ลุมพินี และ BTS เพลินจิต
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