Business Analyst/Product Owner (Call Center)
About the role
Position Overview: We are seeking a skilled Business Analyst or Product Owner to join our team on a contract basis in Calgary. As the BA/PO, you will play a crucial role in ensuring that change requests within our Contact Centre align with the business needs and priorities of different customer segments. Must have knowledge of Call Center environment and project delivery life cycle to talk to business and collect requirements.
Key Responsibilities:
• Define the scope, requirements, and acceptance criteria for Cisco IVR/Inbound/Outbound solutions.
• Manage the backlog, testing, and deployment of changes to the Contact Centre systems.
• Serve as the primary point of contact and collaboration for the development team, stakeholders, and end users.
• Maintain a deep understanding of Contact Centre processes, systems, and challenges.
• Prioritize and communicate business requirements to ensure alignment with company goals and objectives.
• Facilitate communication between cross-functional teams to drive successful project delivery.
Requirements:
• Bachelor's degree in Business Administration, Computer Science, or a related field (or equivalent work experience).
• Proven experience as a BA or similar role in a Contact Centre environment .
• Strong understanding of Cisco IVR/Inbound/Outbound solutions and Contact Centre technologies.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders.
• Demonstrated ability to prioritize tasks and manage multiple projects simultaneously.
• Experience working in Agile development methodologies is preferred.
• Located in or willing to relocate to Calgary, AB.
About York Digital Consulting Inc.
Drawing upon decades of experience in software development, support, operations, and testing, York Digital specializes in accelerating digital system modernization. We work with companies to enhance business agility and deliver maximum value while minimizing costs.
Business Analyst/Product Owner (Call Center)
About the role
Position Overview: We are seeking a skilled Business Analyst or Product Owner to join our team on a contract basis in Calgary. As the BA/PO, you will play a crucial role in ensuring that change requests within our Contact Centre align with the business needs and priorities of different customer segments. Must have knowledge of Call Center environment and project delivery life cycle to talk to business and collect requirements.
Key Responsibilities:
• Define the scope, requirements, and acceptance criteria for Cisco IVR/Inbound/Outbound solutions.
• Manage the backlog, testing, and deployment of changes to the Contact Centre systems.
• Serve as the primary point of contact and collaboration for the development team, stakeholders, and end users.
• Maintain a deep understanding of Contact Centre processes, systems, and challenges.
• Prioritize and communicate business requirements to ensure alignment with company goals and objectives.
• Facilitate communication between cross-functional teams to drive successful project delivery.
Requirements:
• Bachelor's degree in Business Administration, Computer Science, or a related field (or equivalent work experience).
• Proven experience as a BA or similar role in a Contact Centre environment .
• Strong understanding of Cisco IVR/Inbound/Outbound solutions and Contact Centre technologies.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders.
• Demonstrated ability to prioritize tasks and manage multiple projects simultaneously.
• Experience working in Agile development methodologies is preferred.
• Located in or willing to relocate to Calgary, AB.
About York Digital Consulting Inc.
Drawing upon decades of experience in software development, support, operations, and testing, York Digital specializes in accelerating digital system modernization. We work with companies to enhance business agility and deliver maximum value while minimizing costs.