G-TECH Services, Inc. CRM Requirements Analyst in Dearborn, Michigan
Responsible for partnering with business to drive alignment of contact center technology and integration with other applications (internal and external).
Responsible for the requirements, design, integration, testing, org.
change and operation of contact center products.
The scope of the role may vary based on the work-streams, some the role will be a Product Designer others will have a broader end to end responsibility and will be more Product Manager in nature.
The Product Designer/Manager will be responsible for understanding all aspects of business need, with focus on one or more functional work streams.
This will include managing deliverables, understanding of the various business processes and daily interaction and relationship management with business and IT team members.
Work with business to develop region/function business requirements and relate to global requirements
Collaborate with specialists to research business and tech trends appropriate to business and IT solution definition
Work with development team to ensure business requirements are communicated clearly and understood
Participate in the development and review of functional requirements documentation
Present and review business analysis and reengineering results of tasks
Drive and challenge business owners on their assumptions of how they will successfully execute their plans
Work with the business to ensure testing plans are robust and facilitate testing with internal and external interface teams
Participate in the planning, creation, and execution of business partner testing and acceptance testing
Perform analysis on production issues as appropriate
Interface with affected application teams to coordinate/conduct testing, when necessary
Ability to deliver project commitments
Must be team-oriented and have excellent oral and written communication skills
Strong analytic and problem solving skills
Good organizational and time-management skills
Experience in all phases of the development lifecycle
Applying agile practices to solution delivery
Requirements gathering, Use Case, and Test case development.
Global business acumen
System Integrator / COTS Implementation
Emerging technologies, cloud architectures, security and/or any other service-oriented architecture
Replacing legacy systems and driving business change with new technology
Experience with continuous improvement by investigating alternatives and technologies
Knowledge of our client's Customer Service Division, Marketing and Sales.
Knowledge of Global CRM, Contact Centers, MPS, and related technologies (e.g. Case Management, Knowledge Management, Chat, Telephony)
- Bachelors Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, or another field with related work experience
Function Information Technology
Req ID JN -012019-110487