Product Specialist
4 days ago
Product Analyst
Contract Type: 6 months
Rate: £580 per day (inside IR35)
Remote Work: Mainly remote working
Location: Offices based in Reading or Havant
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. You will work in an Agile manner to deliver business outcomes and value.
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.
- 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.
- 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.
- Passionate about working on Digital Transformation projects and interested in technology trends.
- Keep up to date with industry standards.
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