Contact Center Business Systemes Analyst/ Product Owner

Job Titile: Contact Center (Genesy Cloud) Technical Analyst

Location: Austin, TX (Onsite)

Job Description:

• Bachelor’s degree in Management / IT
• 5+ years of prior experience as Business Systems Analyst / Product Owner or similar role
• 5+ years of industry experience in Contact Center Domain and Contact Center technologies
• Strong hands-on experience in Genesys Cloud
• Good understanding of CRM applications and experience on CRM integration
• Knowledge of Contact Center technologies like Genesys Cloud, Genesys, Qualtrics, NICE etc.
• Comfortable with high pressure, high profile, and fast-paced projects
• Exposure to Technical Project management and Prioritization process
• Strong communication, collaboration, and stakeholder management skills
• Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
• Expertise in JIRA and Agile methodology.
• Expertise in documentation tools like Confluence
• Experience in Excel, SQL and other similar tools for data analysis
• Proven understanding of high-performing organizations with Release cycles.
• Experience implementing or system administrating SaaS

Responsibilties:

• Gather and define requirements / solutions for Contact Center solutions
• Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
• Perform in-depth analysis to identify high-level business and functional requirements
• Create and maintain requirements and functional documentation to support the development and QA processes
• Collaborate with stakeholders and customers across the organization to define the product vision, strategy, features, and prioritization
• Document business process flows, activity diagrams and create wire frames, mockups, and prototypes
• Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
• Design, develop, deploy, and maintain Business Rules / Configurations etc.
• Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
• Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys etc.) and Contact Center technologies like Genesys Cloud, Qualtrics etc.
• Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
• Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
• Lead QA / UAT efforts in writing test cases and perform E2E & UAT testing to validate the expected experience.
• Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
• Work with developers / system engineers to manage sprints and perform Release Management tasks.
• Ability to define and monitor KPIs & success criteria to drive continuous improvement
• Analyze trends in product solutions to identify customer problems and new opportunities; partner with core stakeholders to understand key drivers
• Strong communication, collaboration, and stakeholder management skills