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FSRC-BT INS-CCaas PM and BA

FSRC-BT INS-CCaas PM and BA

9 - 10 years

25 - 30 Lacs

pune

Posted:6 hours ago| Platform:

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Skills Required

business process pmp assurance team management ivr project management consulting cti visio analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role - CCaas PM and BA

Level

Manager

, Skills and Expertise -

Act as a trusted advisor in understanding and analysing clients business and technology problem / vision, conduct current state assessment with stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artifacts and provide meaningful insights / recommendations for future state design.

CCaaS PM and BA

Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
General understanding of CTI integrations; ability to document integration use cases, requirements.
Support test planning, test case design, test execution along with business stakeholders.
Proven experience in project management.
Strong leadership and team management abilities.
Excellent communication and problem-solving skills.
Proficiency in project management tools (e.g., MS Project, Jira, Trello).
Knowledge of project management methodologies (e.g., Agile, Waterfall, PMP).

Tech/ Tools Skills

Should have solid hands-on experience in Project Management & Design Collaboration tools (MPP / Excel / Mural / Miro / PPT / Visio).

Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.

Must have vertical & Industry Experience in Insurance Contact Centre transformation.

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FSRC-BT INS-CCaas PM and BA