Business Analyst

Date:  Feb 1, 2024

Mexico City, MEX, MX

Requisition ID:  36107


Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.


The Business Analyst is responsible for analyzing business requirements, identifying business opportunities, and creating effective solutions that meet the needs of the customer. The Business Analyst will work closely with stakeholders to understand their needs and requirements and translate them into clear and actionable specifications for development teams. The ideal candidate will have strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills and experience analyzing the needs of customers. This includes identifying business opportunities, streaming processes, gathering customer requirements, and understanding stakeholder needs.


The candidate will be part of a team within CaLA Services that will be working with our customers directly on their digital transformation. Required to be a strong Team player and work well with customers. A “Can do attitude” with a sense of urgency and attention to detail to deliver timely results a necessity. Either worked within a Contact Center or has Contact Center experience is preferred. The ability to deconstruct a Customer Journey and Reconstruct it. 


Key Responsibilities:

Collaborate with stakeholders to define and document business requirements
Conduct feasibility studies and gap analyses to identify opportunities and areas for improvement
Analyze business processes, data, and systems to identify opportunities for optimization
Develop and document functional specifications for development teams
Assist with the development and implementation of new systems and processes
Conduct user acceptance testing to ensure that solutions meet business requirements
Monitor and track project progress and provide regular status reports
Collaborate with other departments to ensure that solutions are integrated and aligned with overall business goals
Provide ongoing support and training to end-users
Identify and recommend process improvements to increase efficiency and effectiveness.


What can you bring?
Hard & technical Skills (essential & desirable) 
•    Proficient in Microsoft Tools
•    Preferred Industry specific vertical knowledge
•    Experience with project management methodologies 
•    Excellent Communication and Collaboration Skills
•    Strong Problem-Solving skills
Soft skills & personality Traits
•    Collaborate with stakeholders
•    Excellent Time Management and ability to work independently 
•    Willingness to travel based on project needs
•    Ability to work on multiple projects at Avaya’s direction
•    Strong presentation skills
•    Strong Communicator and Client relationship Engagement
•    Excellent Problem Solver 
•    Team Player 
•    “Can do Attitude “

•    Bachelor's degree in Business Administration, Computer Science, or related field
•    3+ years of experience in business analysis or related field
•    Strong analytical and problem-solving skills
•    Excellent communication and interpersonal skills
•    Proficient in Microsoft Office Suite and other analytical tools
•    Experience with project management methodologies
•    Knowledge of software development life cycle methodologies
•    Strong attention to detail and ability to work under tight deadlines
•    Experience in the technology and telecommunication industries


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at and applicable Privacy Statement relevant to this job posting (accessible at