Lead the gathering, analysis, and documentation of business requirements with a focus on platform solutions and capabilities.
Author user stories and work with Technical Developers to groom, refine and prioritize into logical components based on estimates and time available.
Define and document BRD’s/PRD’s, functional specifications and collaborate with technology and business stakeholders for non-functional specifications and acceptance criteria.
Collaborate with business and IT teams to ensure seamless integration of platform technology solutions including, but not limited to Contact Centres (AWS Connect, Salesforce), Knowledge and Content Management (CP4BA), Decision Automation and Document Composition.
Evaluate existing processes and recommend enhancements, optimizations, and new automation opportunities.
Conduct impact assessments & risk analysis for new automation ...