Technical Product Specialist

4 weeks ago

Nationwide, United Kingdom ERSG Ltd Full time
Job Title: Technical Product Analyst

ERSG Ltd is seeking a skilled Technical Product Analyst to join our team. As a Technical Product Analyst, you will play a key role in leading activities with Product Owners and delivery teams to translate customer needs into high-level technical specifications.

Key Responsibilities:
  • Develop a deep understanding of a multichannel contact centre solution (CCaaS) on a functional and technical level.
  • Map and document interfaces and integrations between systems or products.
  • Lead on work alongside the Product Owner to clarify user needs, plan implementation, and answer queries through the development process.
  • 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 the product lifecycle.
Requirements:
  • Experience working 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.
  • Collaboration skills with the ability to work with business users at different levels of the organisation.

ERSG Ltd is an equal opportunities employer and is committed to promoting equality of opportunity for all job applicants. We do not discriminate against applicants on the basis of age, sex, race, disability, pregnancy, marital status, sexual orientation, gender reassignment, or religious background. All decisions are based on merit.

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