Description

Responsibilities:

Requirements Elicitation & Process Mapping:

• Map current-state ("as-is") contact center and field service workflows, identifying bottlenecks, redundant data entry, and system toggling issues.

• Design optimized, agent-centric future-state ("to-be") operational processes, leveraging AI assist, automated call wrap-ups, and unified desktop interfaces.

• Facilitate requirements gathering workshops with front-line agents, team leads, queue managers, and business stakeholders.

Agile User Story & Backlog Management:

• Translate complex business needs into detailed Epics, User Stories, and Acceptance Criteria (using Gherkin/BDD format where applicable).

• Partner with Product Owners and Scrum Masters to refine, prioritize, and manage the program backlog in Jira or AWS DevOps.

• Clarify functional requirements during sprint planning and backlog refinement sessions for technical architects and developers.

User Acceptance Testing (UAT) & Operational Readiness:

• Define test scenarios, write UAT test scripts, and coordinate business user testing across deployment phases.

• Validate that implemented solutions meet specified acceptance criteria and business requirements.

• Assist Change Management and Training teams by providing process documentation, feature walkthroughs, and functional context for training materials.

Data & Operational Analytics

• Analyze contact center metrics (e.g., Average Handle Time, First Contact Resolution, Transfer Rates, Wrap-Up Time) to identify baseline performance and measure post-implementation improvements

Key Skills

Education

Any Gradute