Business Analyst (IT) II

Description:

We are looking for a highly motivated Technical Product Manager / Business Systems Analyst to join our Customer Support Technology Platform Engineering team.
This role sits at the intersection of business, product, and engineering, acting as the bridge between customer support operations, product managers, architects, engineering teams, and third-party technology vendors.
The ideal candidate will have strong experience delivering modern web-based enterprise applications, managing complex integrations, defining technical product requirements, and driving execution for platform modernization initiatives. The role requires strong technical depth, product thinking, systems mindset, and the ability to work across multiple stakeholders in a highly matrixed environment.
This TPM will help define and deliver next-generation customer support platforms leveraging modern web technologies, agentic AI experiences, enterprise workflow orchestration, API-first architectures, third-party AI platforms such as OpenAI, Genesys Cloud integrations, and unified agent desktop experiences to improve customer support operations and agent productivity globally.
Key Responsibilities

• Drive product ownership for customer support platform modernization initiatives.
• Translate business problems and operational challenges into scalable technical solutions and detailed product requirements.
• Partner closely with engineering teams to define APIs, workflows, system integrations, and platform capabilities.
• Collaborate with Customer Support Operations, Product Managers, UX, Architecture, and external vendors to deliver unified support experiences.
• Define and manage Product Requirement Documents (PRDs), Business Requirement Documents (BRDs), user stories, acceptance criteria, functional specifications, MVP definitions, and release plans.
• Lead integration initiatives involving Genesys Cloud, AI-powered platforms, CRM and case management systems, workflow orchestration tools, and internal and external APIs to enable scalable, unified, and efficient customer support experiences.
• Drive adoption of AI-enabled customer support capabilities such as agent assist, conversational AI, workflow automation, intelligent routing, and knowledge augmentation to improve operational efficiency and customer experience.
• Work closely with engineering teams on technical feasibility, observability, production support, release management, tech debt prioritization, scalability, and overall platform reliability for customer support applications and integrations.
• Analyze operational data and customer support workflows to identify optimization opportunities.
• Coordinate cross-functional execution across geographically distributed teams.
• Influence roadmap prioritization and platform strategy decisions.

Required Qualifications
Must-Have Skills

• 5+ years of experience in Technical Product Management, Business Systems Analysis, or related technical platform roles.
• Strong understanding of modern web-based enterprise application architecture.
• Experience working with API-first platforms and integrations including REST APIs, SOAP, GraphQL, and event-driven systems.
• Strong understanding of distributed systems and enterprise integration patterns.
• Experience with third-party enterprise platforms and SaaS integrations.
• Familiarity with AI/LLM ecosystems and integrations such as OpenAI, AI agent frameworks, conversational AI platforms, and agent assist solutions.
• Experience writing Product Requirement Documents (PRDs), Business Requirement Documents (BRDs), functional specifications, and user stories.
• Strong Agile/Scrum delivery experience.
• Ability to work effectively between technical and non-technical stakeholders.
• Strong analytical, debugging, and problem-solving skills.
• Experience with SQL and data-driven decision making.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience with customer support/contact center technologies.
• Hands-on exposure to Genesys Cloud or similar CCaaS platforms.
• Familiarity with unified agent desktop solutions.
• Experience modernizing legacy enterprise applications.
• Understanding of workflow orchestration and business process automation.
• Experience working with AI-assisted tooling and agentic workflows.
• Prior experience as a software engineer, QA engineer, or technical architect transitioning into product management/business analysis.
• Exposure to observability, release management, and production operations.
• Strong systems thinking and platform mindset.