Responsibilities:
• Conduct research and provide recommendations to project and key stakeholders on critical IT decisions impacting the business
• Contribute to the project’s overall understanding of the client’s system functional and nonfunctional requirements for contact center operations that align with business goals
• Define and document business case that identifies costs and benefits associated with IT project initiatives
• Collaborate with clients in the requirements definition process and interpret client business needs and translate them into application and operational requirements
• Organize and manage requirements that are simplified and unambiguous
• Develop functional and process designs
• Collaborate with client stakeholders to set priorities for requirements and gain consensus