Technical Product Analyst (Remote)

Job Description

As the Product Analyst, you will be leading activities with Product Owners and delivery teams to translate customer needs into high level technical specifications, design and development of recommended systems, working in an Agile manner to deliver business outcomes and value.

Liaising between, and reporting to, internal stakeholders, system integrators and platform vendors including developers and testers is a key part of your role.

You will need to develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level. You will also need to develop a deep understanding of the Customer Services connections process and user journeys.

Pre-Requisites

Experience working either as a Product Analyst, Systems Analyst, Technical Business Analyst, or similar role

Experience of a multichannel contact centre solution (CCaaS) such as Genesys Cloud, NICE CX One, Amazon Connect or Content Guru

Experience with Oracle CX SaaS products

Experience of Customer Services business processes

Excellent business acumen with the ability to make informed decisions based on cost/benefit analysis

Desirable

Passionate about working on Digital Transformation projects and interested in technology trends

Keep up to date with industry standards

Collaboration

Work collaboratively and develop relationships with business users at different levels of the organisation to document user needs and solution specifications

Work closely with developers, testers, and various end users to ensure technical compatibility and user satisfaction

Liaise and collaborate with colleagues, system integrators and platform vendors

Work with the Architecture team to ensure aligned view on future state architecture

Responsibilities

Develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level. Also, develop deep understanding of the Customer Services connections process and user journeys

Make recommendations for developing new and existing products and keep up to date with product roadmaps and releases

Map and document interfaces and integrations between systems or products

Lead on work alongside the Product Owner to clarify user needs, to plan implementation and to answer queries through the development process as well as understanding and prioritising conflicting needs

Assess impacts and lead the design activities for business processes to accommodate the use of the solution

Plan, prioritise, manage, execute and evaluate analysis work across product lifecycle

Utilise software development lifecycle, refine product backlog, and build roadmaps

Oversee product development and configuration of solutions to be deployed

Build integration plans and test plans and support with the definitions of testing

Supervise testing schedules for completed systems or products

Provide manuals and guides of a new system or product to end usersersg are an equal opportunities employer; we are committed to promoting equality of opportunity for all job applicants. We do not discriminate against applicants on the basis of , , , , , marital status, , reassignment or background; all decisions are based on merit