ICM Business Analyst
TELUS Digital
Date: 7 hours ago
City: Pasig City
Contract type: Full time
Requirements
Description and Requirements
A Senior Implementation Lead, you act as a bridge between business objectives and technical implementation for an assigned SaaS platform (Varicent or any ICM system). You gather, document and analyze requirements from stakeholders and effectively communicate them to the developer teams. You ensure implementation meets business requirements, quality standards, and drive a positive end-user experience.
Responsibilities
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Description and Requirements
A Senior Implementation Lead, you act as a bridge between business objectives and technical implementation for an assigned SaaS platform (Varicent or any ICM system). You gather, document and analyze requirements from stakeholders and effectively communicate them to the developer teams. You ensure implementation meets business requirements, quality standards, and drive a positive end-user experience.
Responsibilities
- Collaborate with stakeholders to gather requirements for new features or improvement to SaaS platform configuration
- Document requirements and communicate them effectively to the developer teams
- Ensure that implementation features meet the specified requirements and are of high quality
- Work with UX/ UI designers to ensure an end-user friendly experience, leveraging user feedback and usability testing
- Lead releases for new functionalities according to the business needs
- Collaborate in the elaboration of product roadmaps
- Expert skills in gathering, analyzing and documenting requirements from stakeholders, ensuring the SaaS configuration meets user needs and business objectives
- Expert understanding of technical concepts and ability to communicate with development teams
- General understanding of UX principles and methodologies to advocate for user-centered design decisions
- Ability to identify problems, propose holistic solutions, and make decisions based on data analysis
- Strong expertise in assigned SaaS platform (3+ products)
- Strong understanding of Project Management methodologies and best practices
- 3-5 years of experience as a business analyst for a technical function or equivalent
- Bachelor’s degree in Computer Science, Information Science or related field
- Business Analysis certification is desired; certified in assigned SaaS platform
- C1 oral and written English
- BPO industry knowledge is a plus
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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