Role - CCaas PM and BA

Level – Manager

Responsibilities, Skills and Expertise -

Act as a trusted advisor in understanding and analysing client's business and technology problem / vision, conduct current state assessment with stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artifacts and provide meaningful insights / recommendations for future state design.

CCaaS PM and BA

• Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
• Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
• Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
• Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
• General understanding of CTI integrations; ability to document integration use cases, requirements.
• Support test planning, test case design, test execution along with business stakeholders.
• Proven experience in project management.
• Strong leadership and team management abilities.
• Excellent communication and problem-solving skills.
• Proficiency in project management tools (e.g., MS Project, Jira, Trello).
• Knowledge of project management methodologies (e.g., Agile, Waterfall, PMP).

Tech/ Tools Skills : Should have solid hands-on experience in Project Management & Design Collaboration tools (MPP/Excel/Mural/Miro/PPT/Visio).

Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.

Must have vertical & Industry Experience in Insurance Contact Centre transformation.