Contact Centre/Telephony Analyst - CCaaS

Our Blue Chip Client is looking for a Product Analyst with a strong technical background in Contact Centres/Telephony (CCaaS) The role will be based in Reading with going onsite 2/3 times a month or required. Please note this role must be via an Umbrella. Technical understanding of telephony infrastructure & CCaaS experience are essential, experience working on contact centres with Avaya telephony, Genesys Cloud and Storm platform, along with solution design skills

Role/Skills

• As a Contact Centre/Product Telephony 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
• 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 journey
• Experience working either as a Product Analyst, Systems Analyst, Technical Contact Centre Analyst, or similar role
• Experience of a multichannel contact centre solution (CCaaS) such as Genesys Cloud, Avaya, Storm NICE CX One, Amazon Connect or Content Guru
• Experience with Oracle CX SaaS products would be ideal
• Experience of Customer Services business processes
• Excellent business acumen with the ability to make informed decisions based on cost/benefit analysis
• 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 integration's 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

Utilise software development life cycle, refine product backlog, and build roadmaps.

Oversee product development and configuration of solutions to be deployed

Please email initially