Overview
Skills
Job Details
Job Description:
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
Required Qualifications:
Bachelor s degree in Management / IT
6+ years of prior experience as Business Systems Analyst / Product Owner or similar role
6+ 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 platforms.