Enterprise Omnichannel Business Analyst

Great Day Improvements - Enterprise Omnichannel Business Analyst (Walton Hills, OH / Hybrid)

Since its founding 13 years ago, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct-to-consumer provider of premium home improvement products. The company's family of brands includes Patio Enclosures, Champion Windows and Home Exteriors, Universal Windows Direct, Apex Energy Solutions, Stanek Windows, Hartshorn Custom Contracting, Your Home Improvement Company, K Designers, Leafguard, Englert, and The Bath Authority.

With an expanding workforce of over 4,800 employees across 130 metropolitan markets throughout the U.S. and Canada, Great Day Improvements continues to rank among the top home improvement companies nationwide and is one of the fastest growing private companies in America.

As the Enterprise Omnichannel Business Analyst, you will serve as the senior functional and technical lead for our enterprise contact center ecosystem built on Ring Central InContact, supporting 300+ agents across multiple brands. This role blends advanced business analysis with hands‑on platform configuration and Tier 2/3 production support. The position is accountable for ensuring omnichannel operations—voice, chat, SMS, and email—remain stable, optimized, and fully aligned with CRM, iPaaS, and back‑office enterprise systems.

The Enterprise Omnichannel Business Analyst partners closely with Call Center Leadership, Integration Architects, Brand Leaders, and Enterprise Applications to ensure the platform performs reliably today while evolving strategically for tomorrow.

Walton Hills, OH (Hybrid)

• Own the operational stability and performance of the omnichannel contact center platform.
• Lead enterprise‑level requirements, design, and solution alignment across brands.
• Serve as Tier 2/3 escalation for complex platform and integration issues.
• Ensure reliable integration between contact center, CRM, iPaaS, and downstream systems.
• Govern configuration standards and scalable routing architecture.
• Drive measurable improvements in service levels, efficiency, and customer experience.
• Act as the senior omnichannel advisor to business and IT leadership.

• Architect and govern routing strategies, IVRs, skills, queue hierarchies, prioritization logic, overflow models, and multi‑brand segmentation.
• Design scalable structures that support centralized and decentralized agent models.
• Establish configuration governance standards, including naming conventions, skill taxonomy, routing frameworks, and documentation protocols.
• Lead change impact assessments before production updates.
• Eliminate configuration debt and legacy artifacts.
• Influence roadmap decisions, including AI routing, automation, and advanced workforce capabilities.

• Serve as the business analysis lead for all omnichannel initiatives.
• Facilitate complex discovery sessions spanning call center operations, CRM, integration teams, and brand stakeholders.
• Translate strategic business objectives into detailed requirements, user stories, process maps, and functional specifications.
• Perform cross‑system impact analysis across CCaaS, CRM, iPaaS, and downstream systems.
• Define measurable success criteria and operational KPIs for each initiative.
• Evaluate architectural trade‑offs and provide recommendation papers to leadership.
• Lead UAT strategy, validation frameworks, and post‑production reviews.
• Mentor junior analysts and elevate documentation standards across the platform.
• Drive standardization across brands while balancing unique operational needs.

• Serve as primary Tier 2/3 escalation point for agent‑impacting issues.
• Troubleshoot complex routing failures, CRM mismatches, integration breakdowns, and performance degradation.
• Lead structured root‑cause analysis and long‑term corrective actions.
• Implement proactive monitoring strategies across queues, integrations, and performance indicators.
• Reduce recurring…