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Product Specialist
2 months ago
Lorien is seeking a skilled Product Specialist to join our team. As a Product Specialist, 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 need to develop product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level. This includes developing a deep understanding of the Customer Services connections process and user journeys.
The ideal candidate will have experience working as a Product Analyst, Systems Analyst, Technical Business Analyst, or similar role. You will also need to have experience with Oracle CX SaaS products and a multichannel contact centre solution (CCaaS) such as Genesys Cloud, NICE CX One, Amazon Connect, or Content Guru.
Responsibilities include:
- Developing product understanding of a multichannel contact centre solution (CCaaS) both on a functional and technical level.
- Making recommendations for developing new and existing products and keeping up to date with product roadmaps and releases.
- Mapping and documenting interfaces and integrations between systems or products.
- Leading 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 prioritizing conflicting needs.
- Assessing impacts and leading the design activities for business processes to accommodate the use of the solution.
- Planning, prioritizing, managing, executing, and evaluating analysis work across product lifecycle.
- Utilizing software development lifecycle, refining product backlog, and building roadmaps.
- Overseeing product development and configuration of solutions to be deployed.
- Building integration plans and test plans and supporting with the definitions of testing.
- Supervising testing schedules for completed systems or products.
- Providing manuals and guides of a new system or product to end users.
