Senior BSA - Contact Centre Technology

• Lead Requirements Management: Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria).
• Bridge Business and Technology: Translate business needs into technical specifications, ensuring solutions align with organizational goals.
• Agile Collaboration: Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning.
• Subject Matter Expertise: Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes.
• Risk and Quality Management: Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards.
• Documentation & Knowledge Sharing: Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules).
• Stakeholder Engagement: Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations.
• Leverage AI for Process Optimization: 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 that would give candidates an edge:

• 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)