Overview
Accepts corp to corp applications
Contract - W2
Contract - 6 day((s))
Skills
Telephony
Healthcare
Contact Centre
Job Details
Role : Product Analyst
Location : Remote
Must have Telephony, Contact Centre & Healthcare-Overall 15-20+ years
We are seeking a highly analytical and detail-oriented Product Analyst to join our product team, with a focus on healthcare solutions integrated with contact center and telephony systems. The ideal candidate will have experience analysing user and system data, identifying product enhancements, and working cross-functionally to support product development for healthcare communication technologies.
Key Responsibilities:
- Analyze product usage, customer behaviour, and operational data related to healthcare contact canter solutions.
- Work closely with product managers to define and prioritize features based on customer needs, ROI, and strategic goals.
- Translate healthcare business requirements into technical requirements for development and QA teams.
- Conduct competitive analysis of telephony platforms and contact canter technologies used in healthcare.
- Evaluate system performance metrics related to IVR, ACD, CTI, and omnichannel communications (voice, SMS, chat, email).
- Assist in developing and refining KPIs and dashboards to monitor product performance.
- Collaborate with customer support, implementation, and engineering teams to identify and resolve product issues.
- Support go-to-market strategies and product launch planning by providing data-driven insights.
Required Qualifications:
- Bachelor's degree in business, Computer Science, Health Informatics, or a related field.
- 3+ years of experience in a product, data, or business analyst role, preferably in a healthcare or telecommunications environment.
- Understanding of healthcare workflows, HIPAA compliance, and telephony systems (VoIP, PBX, cloud telephony, etc.).
- Experience with contact canter platforms like Genesys, Avaya, NICE inContact, Twilio, or Five9.
- Proficient in data analysis tools (e.g., SQL, Excel, Tableau, Power BI).
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
Preferred Qualifications:
- Experience with EHR/EMR systems such as Epic, Cerner, or Meditech.
- Familiarity with HL7, FHIR, or healthcare interoperability standards.
- Knowledge of customer experience metrics (NPS, CSAT, AHT, FCR) in healthcare environments.
- Experience working in agile product development environments.
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