Lead requirements across telephony, IVR, queues, routing, call flows and configuration
Define user roles, permissions and operational processes
Gather reporting and analytics requirements
Document functional and non‑functional requirements aligned to CCaaS constraints
Conduct vendor assessment, capability reviews and RFP support
Drive MVP‑focused simplification to facilitate quick, effective decision‑making
Ensure alignment across brands, infrastructure and call flow workstreams
Provide clear, concise impact summaries and contribute to program governance

Requirements

Deep experience in contact centre operations and CCaaS platforms
Strong understanding of telephony technologies (Genesys, NICE, AWS Connect or similar)
Experience with on‑prem → cloud telephony migrations
Knowledge of IVR logic, routing rules and telephony terminology
Background in operational/transactional reporting requirements
Ability to work across PMs, SMEs, operational leaders and vendors
Confidence to challenge, align and clarify in ambiguous environments
Practical, outcome‑focused approach — avoids over‑documenting
Fast, autonomous working style; proactive “go‑getter” mentality
Strong change awareness and understanding of user impacts

Benefits

Health insurance
Flexible working hours
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

contact centre operationsCCaaS platformstelephony technologiesIVR logicrouting rulesoperational reportingcloud telephony migrationsanalytics requirementsfunctional requirementsnon-functional requirements

Soft Skills

communicationcollaborationproactive mentalitydecision-makingchange awarenessclarification in ambiguityoutcome-focused approachleadershiporganizational skillsvendor management