Requirements Gathering and Documentation:
- Collaborate with stakeholders to gather and document business requirements.
- Write and maintain Business Requirement Documents (BRDs) to ensure clarity and alignment with project objectives.
- Conduct thorough data gathering and analysis to support business decision-making.
Genesys Cloud Implementation and Optimization:
- Analyze business needs and translate them into functional requirements for Genesys Cloud.
- Collaborate with technical teams to configure and optimize Genesys Cloud for improved customer experience.
- Act as a liaison between the business and development teams to ensure Genesys Cloud solutions meet business needs.
Agile Scrum Participation:
- Work closely with the development and QA teams in an Agile Scrum environment to ensure timely delivery of solutions.
- Participate in daily stand-ups, sprint planning, and retrospectives to maintain project momentum and address any roadblocks.
Quality Assurance:
- Develop and execute comprehensive test plans and test cases to ensure the functionality and quality of solutions.
- Conduct unit testing on deliverables to validate that they meet business and technical requirements.
- Identify, log, and track defects, working closely with developers to ensure timely resolution.
Vendor Management:
- Manage relationships with external vendors to ensure service-level agreements (SLAs) are met.
- Coordinate with vendors to troubleshoot issues and implement solutions in collaboration with internal teams.
- Monitor vendor performance and provide feedback to ensure continuous improvement.
Report and Technical Documentation:
- Prepare detailed reports and technical documentation for stakeholders, summarizing project progress, test results, and system performance.
- Collaborate with technical teams to gather and compile data for analysis and decision-making.
Cross-Functional Collaboration:
- Coordinate with cross-functional teams, including developers, testers, and project managers, to ensure alignment on project goals and requirements.
- Facilitate communication between business units and technical teams to deliver high-quality solutions on time.
Process Improvement:
- Continuously analyze business processes and recommend improvements to enhance operational efficiency and effectiveness.
- Identify opportunities to leverage Genesys Cloud capabilities to improve customer engagement and streamline operations.