Job Summary:• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyze outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, hereby enriching team's knowledge repository
Your contribution to the team:• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development
Required Skills :- Experience in digital modernization initiatives acrossContact Center, Customer Experience (CX), CRM, and CCaaS platforms.
- Business Analysis & Functional Consulting Lead discovery workshops, stakeholder interviews, and requirements gathering sessions.
- Elicit, analyze, document, and prioritize business, functional, and non-functional requirements.
- Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, process flows, and acceptance criteria.
- Translate business needs into solution designs that align with organizational goals.
- Facilitate stakeholder alignment across business, operations, technology, customer service, and executive leadership teams.
Preferred Skills :- Contact Center & Customer Experience Transformation Support enterprise CCaaS and CRM transformation initiatives.
- Analyze existing customer service workflows and identify opportunities for automation and optimization.
- Design future-state customer journeys, agent experiences, omnichannel workflows, IVR strategies, and routing requirements.
