Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Job Summary: The Business Analyst for Telephony Systems plays a key role in supporting the implementation of communication and contact‑center solutions for our customers. This role focuses on gathering requirements, documenting processes, coordinating with technical teams, and ensuring that telephony solutions align with customer needs and business objectives. The analyst acts as the bridge between customers, internal stakeholders, system integrators, and technical implementation teams.  The role develops and executes strategies to effectively deploy, manage, and support applications. This position typically works under general supervision, while regularly exercising independent judgment and decision-making authority,

This role is highly customer-facing and sits at the intersection of business, operations, and technology. The analyst partners directly with customers before and after contract signing to understand business needs, validate solutions, and ensure successful outcomes. They act as the first line of support for customer questions and issues, triaging problems, validating whether issues are functional or technical, and coordinating resolution across engineering and operations teams.

Responsibilities

• Elicit and analyze business requirements and translate them into clear functional requirements for engineering.
• Design IVR experiences with a focus on customer experience, accessibility, and containment, including call routing logic and business rules.
• Collaborate with clients, engineering, test teams, and system integrators throughout the solution design, development, and testing lifecycle
• Validate delivered solutions through walkthroughs, testing, and stakeholder reviews to ensure alignment with customer experience goals.
• Support internal and client testing of the IVR and telephony platform, including defining test scenarios and call-flow validation.
• Effectively document defects and/or issues, create and prioritize tickets, facilitate troubleshooting sessions, and drive defects to closure in a timely manner
• Support call recording, compliance, and consent requirements
• Identify risks, issues, and dependencies related to requirements and escalate as appropriate.
• Communicate complex concepts clearly to both technical and non-technical audiences.
• Support rollout, cutover, and post-deployment validation for telephony changes
• Support change management, training, and transition activities to ensure the successful adoption of new solutions.
• Partner with stakeholders to define contact-center KPIs and reporting requirements
• Conduct gap analysis, impact assessments, and feasibility evaluations to support decision-making across the delivery lifecycle.
• Maintain accurate, up-to-date documentation of current-state and future-state call flows and telephony integrations.
• Work with customers to design self-service and call deflection strategies (e.g., IVR, automation, AI/Kore).
• Translate customer needs into call flows, prompts, and routing logic.
• Validate whether issues are journey design vs system defects.
• Partner with CRM and operations teams to ensure a consistent customer experience across channels.

Minimum Job Requirements

• Four-year college degree, or equivalent, in engineering or business.
• Five (5)+ years of hands-on experience in business or technical analyst roles.
• Proven track record delivering end-to-end requirements analysis for application implementations, preferably within telephony or contact center systems.
• Demonstrated knowledge of SDLC processes, including requirements gathering, design, development, testing, and deployment.
• Proven success in creating technical and functional specifications, including user stories and acceptance criteria.
• Experience managing defects and issues, including ticket creation, prioritization, and support of triage or troubleshooting sessions
• Ability to contribute to test scenario definition and support all system testing activities
• Experience working with global, cross-functional teams across multiple time zones.
• Proficiency in Microsoft Office and tools such as Jira, ServiceNow, and Confluence.
• Highly detail-oriented, with the ability to plan, prioritize, and work flexibly to deadlines, and demonstrated strong analytical and problem-solving skills.
• Ability to effectively communicate verbally and in writing, facilitate workshops, and deliver presentations to stakeholders (internal and external) and vendors.
• Preferred experience supporting or working within call center or contact center environments.
• Experience working on customer experience / contact center transformation initiatives.
• Ability to balance technical constraints with customer experience goals.

Personal Qualities

• A self-motivated and proactive individual able to work with minimal supervision.
• Able to build and maintain client relationships.
• Proven ability to pick up new skills quickly and effectively.
• Possess a methodical and structured approach to analyzing business processes.
• Ability to effectively communicate at all levels.
• Work within a growing team, which will require cross-skilling to support periods of leave.
• Able to work out of hours to support programs in other regions (E.g. North America)
• Able to work autonomously with minimal supervision.

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Worker Type:

Employee

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.