Technical Product Specialist

1 month ago

Nationwide, United Kingdom ERSG Ltd Full time
Job Description

As a Product Analyst, you will be responsible for 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.

Key Responsibilities
  • Develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level.
  • 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.
Requirements
  • 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.

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