CCaaS Analyst

The Contact Center as a Service Analyst will be responsible for leading integration, coordinating, and providing insight to leadership. You will be responsible for assisting in approved changes and enhancement requests as they come in. This person will sit on the Customer Engagement Solutions team. It is important that this person helps create efficient customer service processes and an overall enjoyable customer experience while achieving the business goals that have been identified.

Responsibilities/skills:

Provide leadership for CCaaS product performance and future development

Serve as an authority on all aspects of CCaaS solutions

Manage integrations between CCaaS platform and CRM Systems as well as SAP

Serve as product owner for CCaaS supported products

Coordinate with stakeholders to determine business needs or requirements

Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience

Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity

Collaborate with GBS team to develop strategic vision and translate vision into clear and defined business requirements

Direct the prioritization of projects and enhancements to align with business roadmap and objectives

Qualifications:

Bachelor’s Degree in Information Technology Management or Computer Science, or equivalent experience

Minimum of 4 years of contact center, telephony, or unified communications related work experience

Experience with CCaaS or on-premises contact center platforms

Experience working with intacct or Five9 is a plus