Business Analyst

Summary

We are seeking a highly motivated individual to join our Customer Support Technology Platform Engineering team. This role serves as a crucial link between customer support operations, product managers, architects, engineering teams, and external technology providers. The ideal candidate will possess experience in deploying modern web-based enterprise applications, managing intricate integrations, defining technical product requirements, and guiding the execution of platform modernization projects.

Responsibilities

• Spearhead product ownership for initiatives focused on modernizing the customer support platform.
• Transform business challenges and operational hurdles into robust, scalable technical solutions and detailed product specifications.
• Collaborate closely with engineering teams to define APIs, workflows, system integrations, and core platform functionalities.
• Work in tandem with Customer Support Operations, Product Managers, UX designers, Architects, and external vendors to deliver cohesive and unified support experiences.
• Develop and manage Product Requirement Documents (PRDs), Business Requirement Documents (BRDs), user stories, acceptance criteria, functional specifications, Minimum Viable Product (MVP) definitions, and release plans.
• Lead integration efforts involving platforms such as Genesys Cloud, AI-powered solutions, CRM and case management systems, workflow orchestration tools, and both internal and external APIs to foster scalable, unified, and efficient customer support operations.
• Drive the adoption of AI-driven customer support features, including agent assistance, conversational AI, automated workflows, intelligent routing, and knowledge enhancement tools, to boost operational efficiency and elevate the customer experience.
• Engage with engineering teams on technical feasibility, system observability, production support strategies, release management, prioritization of technical debt, scalability assessments, and overall platform reliability for customer support applications and their integrations.
• Analyze operational data and customer support workflows to pinpoint areas for optimization.
• Coordinate cross-functional execution across globally distributed teams.
• Influence decisions regarding roadmap prioritization and overall platform strategy.

Qualifications

• A minimum of 5 years of experience in Technical Product Management, Business Systems Analysis, or comparable technical platform roles.
• A solid understanding of modern web-based enterprise application architecture.
• Demonstrated experience with API-first platforms and integrations, including REST APIs, SOAP, GraphQL, and event-driven architectures.
• A strong grasp of distributed systems and common enterprise integration patterns.
• Experience integrating with third-party enterprise platforms and Software as a Service (SaaS) solutions.
• Familiarity with AI/LLM ecosystems and integration technologies like OpenAI, AI agent frameworks, conversational AI platforms, and agent assist solutions.
• Proven ability in authoring Product Requirement Documents (PRDs), Business Requirement Documents (BRDs), functional specifications, and user stories.
• Extensive experience with Agile/Scrum delivery methodologies.
• Capability to effectively communicate and collaborate between technical and non-technical stakeholders.
• Proficiency in analytical, debugging, and problem-solving techniques.
• Experience utilizing SQL and making data-informed decisions.
• Exceptional communication and stakeholder management abilities.

Desired Skills

• Previous experience with customer support or contact center technologies.
• Hands-on familiarity with Genesys Cloud or similar Contact Center as a Service (CCaaS) platforms.
• Knowledge of unified agent desktop solutions.
• Experience in modernizing legacy enterprise applications.
• Understanding of workflow orchestration and business process automation principles.
• Experience working with AI-assisted tools and agentic workflows.
• Previous background as a software engineer, QA engineer, or technical architect who transitioned into product management or business analysis.
• Exposure to observability, release management, and production operations.
• A strong systems thinking and platform-oriented mindset.

Additional Information

• Pay Transparency: The typical base pay for this role across the U.S. is $54.63 - $54.63 per hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts are determined by factors including relevant skills, education, and experience.
• Full-time employees are eligible for various benefits packages, potentially including medical, dental, and vision insurance, health savings accounts, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonuses. Sick leave and mobile phone reimbursement are provided based on state or local law.
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