Customer Success

Business Analyst - North America

About Emplifi

It’s official, global digital marketing spend reached a record high of around $340 billion in 2020, and the future of CX management and social media spend is at the heart of every organization. This is why Emplifi has brought together world-leading specialists in everything CX and marketing related, to help innovative brands gain the insights they need to meet fast-changing expectations. As we work with some of the top Fortune 500 companies across the world, our mission is to help create powerful and progressive experiences across the entire customer journey.


Job Summary

As a Senior Business Analyst, we are looking for an independent and creative thinker, who is enthusiastic and eager to lead customer projects implementing Emplifi’s Customer Experience solutions with our Professional Services team. In this role, the Business Analyst will have the opportunity to bring our company’s Solutions to life to enable our Customers to deliver the best experiences to their Customers. This role will collaborate closely with a cross-disciplinary team of peers including Sales, Software Engineers, Technical Writers and Quality Assurance.

This is an intermediate-level individual role. 

 What You’ll Do Here

  • Participate as an active member and leader of project teams supporting common goals, objectives, and processes
  • Formulate and define systems scope and objectives through research, fact-finding combined with an understanding of applicable business systems and industry requirements
  • Develop user interface designs, screenshots, walkthroughs, workflows, uniformly structured use cases and supplementary specifications
  • Provides expertise and support for documented requirements traceability
  • Support team planning, analysis, execution and management of projects


What You’ll Bring to Us

  • 3-5 years experience in delivering or supporting technical solutions such as CRM Products, Chatbots, Knowledge Bases, or similar
  • Four-year college degree BA/BS
  • Excited to learn, grow and develop within a leading (AI) Customer Engagement space
  • Eager and self-motivated with the ability to work on a wide variety of tasks, while showing initiative to learn and grow with our team
  • Understanding of business practices in the Artificial Intelligence (AI) space
  • Experience and understanding of one or more of the following:
    • Call Center or BPO Processes
    • Quality Assurance Processes
    • Fulfillment Processes

What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
  • Benefits package including Medical, Dental, Vision & Life Coverage Options
  • Flexible Working Hours
  • Unlimited PTO
  • 12 paid Holidays
  • 2 Paid Community Service Days
  • Company paid STD and LTD
  • 401K
  • Monthly Home Office Stipend
  • 1 week Paid Parental Leave
  • Educational Reimbursement Opportunities
  • Referral Bonus Program
  • Access to an Employee Assistance Program (EAP)
  • Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
  • Premium subscription to Calm (health/fitness)
  • There’s more as well! Speak with us to find out all the details!


Business Analyst - North America
Customer Success
Employment Type:
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