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Product Analyst

2 months ago

Eastern England, United Kingdom Lorien Full time

Product Analyst

6 month contract

£580 per day inside IR35

Mainly remote working

Offices based in Reading or Havant


Job Description

As a 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


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 users


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