Position Overview
Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria).Translate business needs into technical specifications, ensuring solutions align with organizational goals.Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning.Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes.Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards.Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules). Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations.Identify opportunities to apply AI/ML solutions to enhance contact center systems, improve efficie...