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.