BSA, Data Analytics

• Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria).
• Translate business needs into technical specifications, ensuring solutions align with organizational goals.
• Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning.
• Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes.
• Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards.
• Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules).
• Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations.
• Identify opportunities to apply AI/ML solutions to enhance contact center systems, improve efficiency, and streamline business processes (e.g., predictive analytics for customer interactions or automation of routine tasks).

Nice to have:

• Strong data Analysis experience working with the data team. (i.e. data mapping exercises for a re-platform initiative)
• Database experience: experience with SQL Queries
• API documentation experience and familiarity with documentation tools (e.g. Swagger, Postman, etc..)
• Background in Marketing technology (i.e. experience with banking/digital public web pages)