CCaaS Analyst
Core
Lead CCaaS product performance, future development, and integrations to optimize customer service processes and support business objectives.
Role type
Senior IC CCaaS Product Analyst
Builds
Cloud contact center solutions, integrations with CRM/SAP, and customer engagement workflows
Domain
Telecommunications / Customer Experience
Deliverable
product features
Required skills
CCaaS platform management, workforce management principles, contact center KPIs, system integrations, API logic, data management, documentation, project scoping and execution
Preferred skills
Five9 experience, Salesforce knowledge, Excel expertise, JavaScript, AI implementation, SFTP/Postman/PowerShell, bilingual English/Spanish
Technologies
Five9, Salesforce, SAP, XML, JavaScript, Postman, PowerShell, SFTP, AI, Clearview
Responsibilities
Lead CCaaS product performance and future development; coordinate with stakeholders to identify business needs; plan and deliver product enhancements; manage integrations between CCaaS, CRM, and SAP; assess and recommend systems to improve reliability; create or review system documentation; shape strategic direction into functional specifications; prioritize projects per business roadmap.
Seniority
Senior, hands-on IC
