Description

Bridge the gap between business requirements and technical implementation for customer care systems.

Responsibilities

• Analyze business requirements, evaluate implementation options, and configure applications to meet specific needs.
• Translate business architecture into functional requirements, documentation, and data flows.
• Coordinate testing efforts with QA and User Acceptance Testing (UAT) teams, including test data preparation.
• Propose process improvements and lead technical teams through rapid prototyping to prove concepts.
• Provide level 3 end-user support in coordination with the Production Support Team.

Required Skills

• 5+ years of overall professional experience.
• 2+ years of experience supporting customer care related functions.
• Experience with AWS and Business Analysis (BA) workflows.
• Working knowledge of call center software such as Genesys PureCloud or Amazon Connect.
• Proven ability to document technical requirements and specifications clearly.
• Experience building and managing cross-functional relationships with stakeholders.
• Bachelor's degree or equivalent experience.

Key Skills

Education

ANY GRADUATE