Lead the elicitation, analysis, and documentation of business requirements from global stakeholders across Operations, Customer Experience, Product, regional business teams, and partner contact centers. Translate business needs into comprehensive user stories, functional requirements, and acceptance criteria to support Agile delivery methodologies.

Collaborate closely with Product Managers, developers, quality assurance teams, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint planning, prioritization, testing, validation, and deployment activities. Ensure requirements are clearly defined, aligned with business objectives, and delivered with high quality.

Drive the planning, coordination, and implementation of enhancements across customer interaction channels, including chatbots, IVR/IVA, voice, and self-service platforms. Support the migration and modernization of legacy conversational solutions onto the Genesys conversational platform, ensuring seamless customer experiences and operational continuity.

Facilitate cross-functional discussions related to system integrations, APIs, and digital capabilities required to enable scalable, customer-facing solutions. Partner with technical and business teams to identify and address dependencies, risks, and implementation requirements.

Identify opportunities to optimize customer journeys, improve operational efficiency, and increase self-service adoption through data-driven insights and process improvements. Develop and maintain business documentation, dashboards, reporting, and performance metrics to support project delivery, stakeholder visibility, decision-making, and global expansion initiatives.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.