BSA / Product Owner (Contact Center) - Austin, TX (Local Preferred)

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 24 Month(s)
Able to Provide Sponsorship

Skills

Acceptance Testing
Agile
Analytical Skill
Business Analysis
Business Rules
Business Systems
Cloud Computing
Collaboration
Communication
Confluence
Continuous Improvement
Customer Engagement
Customer Relationship Management (CRM)
Documentation
Genesys
Issue Resolution
JIRA
KPI
Management
Microsoft Excel
Mockups
Process Flow
Product Strategy
Quality Assurance
Qualtrics
Release Management
SQL
SaaS
Specification Gathering
Sprint
Test Cases
Visualization
Wireframe
Writing

Job Details

We are seeking an experienced Business Systems Analyst / Product Owner with deep expertise in Contact Center technologies to support mission-critical customer engagement solutions.

Key Responsibilities:

Gather and define requirements and solutions for Contact Center platforms.

Act as liaison between business stakeholders and technical teams.

Perform analysis to define high-level business and functional needs.

Create detailed documentation (requirements, functional specs, process flows, mockups, wireframes).

Collaborate with stakeholders to define product strategy and prioritize features.

Develop and maintain technical specifications, business rules, and configurations.

Support issue resolution by understanding current configurations and processes.

Translate technical changes to non-technical business stakeholders.

Lead QA/UAT efforts including test case writing and E2E validation.

Manage Agile sprints and support release management activities.

Define and track KPIs and success metrics.

Analyze product trends to identify pain points and opportunities.

Ensure continuous improvement through stakeholder feedback and performance data.

Required Skills & Experience:

Bachelor s degree in Management / IT or related field.

6+ years of experience as a BSA / Product Owner.

6+ years in the Contact Center domain with exposure to technologies like Genesys Cloud, Qualtrics, NICE, etc.

Strong hands-on experience with Genesys Cloud.

Experience integrating CRM platforms with Contact Center tools.

Skilled in JIRA, Confluence, Excel, SQL, and Agile methodologies.

Experience working with SaaS platforms (implementation or admin).

Proven ability to work in fast-paced, high-impact environments.

Strong analytical, visualization, and communication skills.

Familiarity with QA/UAT test case creation and execution.

How to Apply:
Interested candidates can share their updated resume along with availability for interviews.

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