Business Analyst, Call Center Technology: UCM App Team
Charlotte, NC
Category: Development
Industry: Communications
Standard Hours: Open
Reference ID: JN -092026-108479
Date Posted: 09/02/2026
Shortcut: http://careers.eliassen.com/2lWQma
Description:
Hybrid 4/1 in Charlotte, NC
Our client is seeking a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application that enables call center operations. The role will collect and author business requirements, perform hands-on configuration using JSON, write and execute SQL to inform prioritization and validation, conduct unit and user acceptance testing, and deploy and monitor changes. The ideal candidate will manage end-to-end enhancements without handing off configuration to a development team, communicate clearly with stakeholders, and operate proactively in a fast-paced backlog environment.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $55.00 to $59.00/hr. w2
Responsibilities:
- Gather, write, and secure approval of business requirements and BRDs for UCM enhancements.
- Perform hands-on configuration of the UCM tool using JSON without developer handoff.
- Write and execute SQL queries to quantify impact, validate requirements, and support prioritization.
- Create test scripts, perform unit and UAT testing, and validate outcomes.
- Deploy approved configurations and monitor production for two weeks post-release.
- Collaborate with stakeholders to refine scope, acceptance criteria, and delivery timelines.
- Translate high-level business needs into technical specifications and documentation.
- Manage JIRA tickets and maintain clear traceability from request through release.
Experience Requirements:
- 2+ years of hands-on configuration experience for business applications, including JSON-based configuration.
- Proficiency writing and executing SQL to answer defined business questions and support BRD development.
- Demonstrated ability to author BRDs and technical specification documents.
- Experience planning and executing UAT, including test script creation.
- Strong written and verbal communication with stakeholder-facing leadership on calls.
- Experience with JIRA or similar ticketing systems preferred.
- Salesforce configuration experience considered transferable.
Education Requirements:
- Bachelor's degree in business, information management systems, or a related field.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above