18 Ccaas Jobs

At 3CLogic, we strongly believe in the value of our team members and understand that success is achieved through teamwork. As a fast-growing SaaS startup based in Rockville, Maryland, we have a diverse team working both locally and remotely. We prioritize talent and potential over geographical location, creating a hybrid remote and in-person culture that fosters personal and professional growth. We invite you to consider joining our vibrant team at 3CLogic, where every day is filled with exciting opportunities and colorful challenges. Our dynamic environment thrives on innovation and creativity, encouraging all team members to bring their unique perspectives and ideas to the table. We are a team of entrepreneurs at heart, driven by the belief that embracing individuality leads to limitless possibilities. If you are intrigued by the prospect of working in a technicolor world rather than a monochromatic one, we would love to connect with you. Let us show you firsthand what sets us apart and help you discover where you can excel within our organization. **What we do:** 3CLogic specializes in providing voice AI, Contact Center, and SMS solutions to enterprise and Global 2000 organizations worldwide. Our clients include renowned names such as 7-Eleven, Swiss Railways, Regeneron, Hyatt Hotels, and more. By leveraging our cutting-edge technology, organizations enhance their customer service quality, empower their agents, reduce operational costs, and streamline their communication processes. We transform the experience of seeking assistance into a positive and efficient interaction for all parties involved. **General Job Details:** **Position Name:** Senior Product Manager - Contact Center Analytics & CX Integrations **Experience:** 7-10 years (with 5-6 years in CCaaS/CRM/CX Product Management) **Job Type:** Full-Time **Location:** Sector-142, Noida (Hybrid Working Model) **Position Summary:** We are in search of exceptional product managers who are driven to exceed standards rather than just meeting them. As a committed and customer-centric individual focused on continuous improvement, you will play a crucial role in shaping the success of one or more products within the 3CLogic Contact Center suite. Your responsibilities will include defining the product vision, creating roadmaps, prioritizing requirements, and collaborating with various teams to ensure business objectives and customer satisfaction goals are achieved. **Primary Focus - Analytics, Dashboards, Reporting & APIs:** This position centers around productizing data, developing customer-facing dashboards, enabling KPI tracking, and delivering self-service analytics features. You will be responsible for overseeing the development lifecycle of reporting and analytics modules integrated with major CRMs and internal systems. **Key Responsibilities:** - Own and enhance the product roadmap for reporting, analytics, dashboards, and KPI frameworks. - Drive the execution of self-service analytics and API-driven reporting capabilities, translating customer and business needs into actionable requirements. - Collaborate with engineering and data teams to design, validate, and scale data models and pipelines. - Design intuitive dashboards and visualization experiences for business users and administrators. - Define and monitor success metrics for all reporting features, engaging with internal stakeholders and customers to refine use cases. - Serve as a subject matter expert on reporting APIs, real-time and historical analytics, and Voice of Customer metrics. **Qualifications:** - 8-9 years of total experience with 5-6 years as a Product Manager. - Strong background in Analytics, and either CX or CRM, with CCaaS/Telephony experience being advantageous. - Proficiency in Contact Center architectures, including IVR, ACD, Omnichannel routing, and Queuing strategies. - Familiarity with analytics platforms such as Power BI, Tableau, or Looker, along with hands-on knowledge of SQL and data modeling. - Excellent communication skills, stakeholder management abilities, and agility in working with cross-functional teams. **Preferred Skills:** - Exposure to enterprise platforms like ServiceNow and Salesforce. - Experience in delivering Voice of Customer analytics or customer engagement dashboards. - Familiarity with enterprise SaaS delivery and reporting frameworks. **Benefits:** - Flexible Working Hours - Hybrid Working Style - Personal Accidental Insurance - Health Insurance for Self, Spouse, and two children - 5-day work week If you are a dedicated and forward-thinking product manager with a passion for analytics and customer experience, we encourage you to explore this exciting opportunity with 3CLogic. Join us in shaping the future of Contact Center solutions and driving meaningful business outcomes through innovation and collaboration.,

The VRS Application Consultant at NiCE utilizes their domain expertise in Workforce Engagement Management (WFM and Quality & Analytics), CCaaS ACD/IVR, and the Digital/AI Domain. Working alongside VRS Business Consultants, your role involves assisting NiCE customers in driving value realization and increased system adoption. You will provide design guidance and application expertise to facilitate successful transformation and rollouts, ensuring that customers fully optimize their technology usage and maximize the potential of NiCE solutions. Building long-term strategic relationships with customers and becoming a trusted advisor are crucial for success in this role. The VRS consulting team focuses on operational excellence, establishing strategies for business impact, creating customer ROIs, engagement renewals, wider business development, and supporting the growth of the Value Realization Services team. Your responsibilities include: - Ensuring successful delivery of contact center performance improvement using NiCE solutions - Developing and maintaining customer relationships for continued satisfaction - Providing subject matter expertise to guide customers on best practices - Conducting Application Design Workshops, configuration, testing, and best practices sessions - Collaborating with Business Consultants to align application design with project success criteria - Contributing to project plans, deadlines, dependencies, and VRS activities - Partnering with NiCE team members to enhance customer experience and internal collaboration - Staying updated on industry standards and processes and producing collateral to promote NiCE Value Realization Services - Performing financial analysis, creating ROI models, and identifying additional solution opportunities - Developing repeat business opportunities through successful delivery and thought leadership Requirements: - Deep understanding of WFM, Quality, and Analytics solutions - Minimum 8 years of experience supporting contact center environments - Ability to work independently, engage project stakeholders, and provide thought leadership - Excellent communication and presentation skills - Multi-industry experience preferred At NiCE, we operate according to the NiCE-FLEX hybrid model, allowing for maximum flexibility with 2 office days and 3 remote workdays each week. Office days focus on face-to-face meetings, teamwork, collaboration, innovation, and interactive discussions. Requisition ID: 7148 Reporting into: Tech Manager Role Type: Individual Contributor About NiCE: NICELtd. (NASDAQ: NICE) provides software products to global businesses for exceptional customer experiences, financial crime prevention, and public safety. NiCE software manages over 120 million customer interactions and monitors 3+ billion financial transactions daily. With a focus on AI, cloud, and digital innovation, NiCE is a market leader with a global presence of over 8,500 employees across 30+ countries.,

Salesforce is offering immediate opportunities for software developers who are passionate about creating impactful code that benefits users, the company, and the industry. Join a team of talented engineers to develop innovative features that customers will love, while ensuring the stability and scalability of our CRM platform. The software engineer role at Salesforce involves architecture, design, implementation, and testing to deliver high-quality products. You will have the chance to engage in code review, mentor junior engineers, and provide technical guidance to the team, depending on your seniority level. We prioritize writing maintainable code that enhances product stability and efficiency. Our team values individual strengths and encourages personal growth, believing that autonomous teams lead to empowered individuals who drive success for the product, company, and customers. Responsibilities for Principal, Lead, or Senior Engineers include: - Developing new components in a rapidly evolving market to enhance scalability and efficiency - Creating high-quality code for millions of application users - Making design decisions based on performance and scalability considerations - Contributing to all phases of the software development life cycle in a Hybrid Engineering model - Building efficient components in a multi-tenant SaaS cloud environment - Providing code review, mentorship, and technical guidance to junior team members Required Skills: - Proficiency in multiple programming languages and platforms - 9 to 20 years of software development experience - Domain knowledge in CCaaS/CPaaS/UCaaS - Experience with WebRTC, SIP, and telephony layer protocols - Strong object-oriented programming and scripting language skills - Proficiency in SQL and relational/non-relational databases - Development experience with SAAS applications on public cloud infrastructure - Knowledge of queues, locks, event-driven architecture, and workload distribution - Understanding of software development best practices and leadership skills - Degree or equivalent relevant experience required Benefits & Perks: - Comprehensive benefits package including well-being reimbursement, parental leave, adoption assistance, and more - Access to on-demand training with Trailhead.com - Opportunities for exposure to executive leadership and coaching - Participation in volunteer activities and community giving initiatives For more information on benefits and perks, please visit https://www.salesforcebenefits.com/,

Job Description Position Title Technical Architect NICE GCA C4 Practice Location NICE Hyderabad Position Purpose As the Technical Architect, you will be responsible for architecting, designing and solutioning NICE platform solutions as well as leading a team of NICE consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team membbers, and at times sales team members and client. You will also drive the innovation and growth of the NICE practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction. Job Responsibility 1. Experience of architecting, designing NICE platforms solutions and lead teams 2. Be available in-person in Hyderabad with commitment to office presence as per site working policies. 3. Able to take over technical delivery ownership for project work happening from India: a. Lead work scope understanding and detailing with onshore or client teams. b. Estimate and plan work for India team to deliver. c. Review delivered work for requisite quality. d. Code and test projects. e. Attend meetings and training as required. f. Work with system analysis and project management for the successful completion of a project. 4. Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts 5. Driving training & development and knowledge sharing aspects 6. Actively participate on India team growth for additional team size and new technical skills. 7. Will be jointly responsible for operational metrics for India team. 8. Hands-on Technical skills on: i. ii. iii. Contact Center as a Service (CCaaS) software management and domain experience. NICE CXone and CXone Studio Experience Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET iv. Expertise on ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.) Competencies Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize. Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments. ¢ ¢ Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective. Technical: Ability to understand all technical components and deliver on technical solutions TTEC Digital India ttecdigital.com Education, Experience and Certification 1. Bachelors degree in computer science, IT, or engineering preferred. 2. Overall 10+ yrs experience in customer experience software space 3. 3 years or more experience in NICE CXone and UC environments. 4. 6 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems. 5. Experience with enterprise level CCaaS architecture for complex business needs. 6. Network infrastructure experience. 7. Team Player 8. Desire to work in a fast-paced environment. Organizational Description At TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology. We coach our clients to ensure their employees feel valued, happy, and rested - because delivering amazing customer experiences is ultimately an employee-first process. The same is true here, it is the people across our TTEC Digital, VoiceFoundry and TTEC Digital teams that fuel truly exceptional experiences. We embrace the unique, positive, and healthy cultures that our different teams bring, and our leadership prioritizes the promise of work/life balance, continuous education, and high-performance incentives. We have been and will remain a remote first employer, giving you the flexibility to take your career wherever life goes. TTEC Digital India ttecdigital.com

As a Contact Centre Data and AI Architect, you will be responsible for leveraging your deep knowledge of Genesys (including InfoMart, UCS, GAAP, SpeechMiner, WFM, and Routing) and Five9 data ecosystem. Your expertise will be crucial in supporting the migration of contact centers to CCaaS and developing data solutions around this migration. Your role will involve defining a data strategy to migrate historical and real-time data to the cloud while ensuring minimal disruption to downstream systems. You will need to understand data models for Genesys (InfoMart, SpeechMiner) and create mappings to cloud equivalents. Collaboration with data architects will be essential to ensure reporting continuity and regulatory compliance. Furthermore, you will evaluate and recommend data architectures that minimize the impact on downstream systems during the migration to CCaaS. Your expertise will be pivotal in identifying opportunities to enhance customer experience through AI technologies such as intent detection, virtual assistants, predictive routing, and sentiment analysis. Collaboration with internal AI/ML teams is crucial to define data-driven automation use cases and implementation strategies. Working closely with IT, customer service operations, business teams, and external CCaaS vendors will be part of your daily responsibilities. Additionally, you will participate in vendor evaluations and selection processes for CCaaS and AI solutions. Your role will also involve engaging in interviews with various business stakeholders to understand their contact center needs and assess the impact on downstream applications. This position requires a high level of expertise in contact center data and AI technologies, strong collaboration skills, and the ability to drive successful migration strategies.,

Seeking a CCaaS Business Analyst to bridge client needs with tech solutions, gather requirements, build call flows, support UAT, and deliver CX using platforms like NICE CXone, Genesys, or Five9. 5+ yrs BA & 4+ yrs CCaaS experience required.

Scope: Solution / Technology Architecture with Hands on experience. Candidate should be strong in Design and implement scalable, secure, and efficient solutions to meet business requirements Develop strategic recommendation to drive business growth and improvement Participation in stakeholder interviews and documentation of business and technical requirements Develop and maintain technical roadmaps and architectural standards Collaborate with cross functional teams to identify and prioritize technical requirements Good knowledge in Cloud technologies, AI/ML. Participate in vendor evaluations and selection process for CCaaS and AI solutions Quick and vivid learner, understand and learn Amex eco system and process Excellent verbal and written communication for technical and non-technical audiences with the ability to tailor and deliver communications to all levels of organizations from project teams to executive leadership Strong organizational, problem solving and analytical skills Proficient in the use of MS office, MS project, vision and other collaboration tools Experience with Contact center Nice to have. Skills Candidate should be strong in Design and implement scalable, secure, and efficient solutions to meet business requirements Experience with Contact center Nice to have

Job Summary: As a Senior Dynamics 365 & Power Platform Developer, you will be a key contributor in building and deploying enterprise-grade applications and integrations. You will leverage your deep technical expertise across the Microsoft ecosystem to translate business requirements into functional and high-performing solutions. Additionally, you will contribute to the planning, tracking, and coordination of development tasks within small project teams, ensuring timely and quality delivery. This role requires strong problem-solving abilities, excellent coding skills, and the capacity to work independently and collaboratively within a team. Responsibilities: Design, develop, and customize Dynamics 365 applications (Sales, Service, Marketing) using C#, .NET, JavaScript, and related technologies. Develop sophisticated Canvas Apps with a strong focus on user experience and performance. Utilize Power Fx effectively to implement complex business logic within Canvas Apps and Dataverse formulas. Design and implement reusable Power Platform Component Framework (PCF) controls to enhance the functionality and user interface of Model-driven and Canvas Apps. Develop solutions using the broader Microsoft Power Platform, including Model-driven Power Apps and Power Automate for complex workflows. Implement and integrate Microsoft CCaaS (Omnichannel for Customer Service) solutions, including routing rules and agent experiences. Develop and maintain custom workflows, business rules, and plugins within Dynamics 365. Create and maintain Power Automate flows for process automation and integration. Develop and consume APIs and web services for system integration. Participate in the full software development lifecycle, including requirements analysis, design, development, testing, deployment, and maintenance. Write clean, well-documented, and efficient code adhering to best practices and coding standards. Troubleshoot and resolve technical issues and bugs within Dynamics 365 and Power Platform solutions. Collaborate effectively with functional consultants, business analysts, and other developers. Participate in code reviews to ensure code quality and adherence to standards. Stay up-to-date with the latest features and updates across Dynamics 365, Power Platform, and Microsoft CCaaS. Contribute to technical documentation, including design specifications and deployment guides. Contribute to the development and maintenance of development work plans, identifying key tasks and dependencies. Monitor progress of assigned development tasks against project timelines, proactively identifying and escalating potential risks and issues. Participate in team meetings, providing updates on development progress and any roadblocks. Manage and prioritize assigned development tasks to ensure efficient and timely completion. Collaborate with the Development Lead/Technical Manager to ensure alignment of development activities with overall project goals and timelines. Contribute to the estimation of development effort for assigned tasks. Ensure adherence to project methodologies and standards within the development work stream. Required Skills: Bachelor's degree in Computer Science, Software Engineering, or a related field. 6 12 years of hands-on development experience within the Microsoft ecosystem. Strong proficiency in developing and customizing Dynamics 365 applications (Sales, Service, Marketing) using C#, .NET, JavaScript, and related technologies. Extensive experience developing sophisticated Canvas Apps with a deep understanding of user interface design principles and performance optimization. Proven expertise in using Power Fx for implementing complex business logic and data manipulation within the Power Platform. Hands-on experience in developing and deploying Power Platform Component Framework (PCF) controls. Solid experience with the broader Microsoft Power Platform, including Model-driven Apps and Power Automate. Experience implementing and integrating Microsoft CCaaS (Omnichannel for Customer Service), understanding its core functionalities and configuration options. Experience with developing and consuming APIs (REST, SOAP). Familiarity with source control systems (e.g., Git, Azure DevOps). Strong understanding of software development principles, design patterns, and best practices. Excellent problem-solving and analytical skills. Strong communication(both verbal and written) and interpersonal skills. Ability to work independently and collaboratively within a team environment. Proven ability to manage time and prioritize tasks effectively. Demonstrated ability to manage assigned tasks and timelines effectively.

The role involves developing presales strategies for CPaaS - Voice, driving business growth, and meeting revenue targets. It focuses on crafting tailored techno-commercial solutions to address enterprise customer needs and deliver tangible business

Channels PM with strong experience in Contact centre automation and Digital transformation (Prefer AI/ML automation skills) Lead PM with strong experience in Channels and Contact centre automation. Has strong and in-depth understanding of Program Governance & Benefits quantification and assurance PMO resource with very strong background in Project Governance and overall Portfolio Reporting. Prefer prior experience in Channels or contact centre space

Own the product roadmap for Inbound CCaaS capabilities including IVR, routing, call handling, and integrations. Define and prioritize product features based on customer needs, business impact, and technical feasibility. Collaborate with Design, Engineering, QA, and other PMs to deliver high-quality features on time. Partner with cross-functional teams (sales, marketing, solutions consulting, and customer success) to ensure product success in the market. Conduct market research, competitor analysis, and customer interviews to inform strategy. Drive adoption and measure success through usage data and customer feedback. Required Skills Experience 3+ years of product management experience in a SaaS company . Experience working in customer experience, voice/contact center, or enterprise tech is a strong plus. Strong analytical, problem-solving, and communication skills. Ability to write clear PRDs and collaborate effectively with engineering/design teams. Familiarity with Agile development practices and tools like Jira, Confluence, etc A bias for action and ownership you get things done and are not afraid to roll up your sleeves.

1. Solution design and implementation 2.Enterprise architecture 3. Implementation of Best Practices and Templates 4.Delivery Operating Model Governance 5.Thought leadership and customer advocacy:

MANAGER CCAAS (CLOUD CENTRE AS A SERVICE) PLATFORM - GENESIS or NICE

Role & responsibilities Hands-on configuration to help customers achieve positive business outcomes using the Sprinklr platform. Work directly with customers around full functionality of Sprinklr CCaaS Omnichannel , Social Media and Contact Center Intelligence & Automation Platform Proactively identify, document, and deliver in-platform solutions and optimizations aligned with customer use cases to maximize value realization of the Sprinklr platform. 3 - 5 years experience in managed services, professional services, implementation, or technology consulting within the CCaaS industry 3 - 5 years Experience in Enterprise Software consulting and/or technical configuration.

Role: Product Manager-CCaas Department: Product and Marketing Job description: The role will be responsible to build the product strategy and roadmap in line with the market needs and company's vision. The incumbent will manage the product vertical throughout its lifecycle from concept to development and scale; as well as develop and launch new product variants in the domain in line with evolving market trends. Roles and Responsibilities: Translate business strategy into product strategy. Own the product roadmap and execute the product strategy. Own the business case and performance metrics of the domain. Identify market opportunities with research and competitive analysis and integrate it into product requirements. Own the product design and requirements incorporating market use cases and internal functions processes across all product releases. Work with stakeholders across multiple functions of network, customer service, regulatory, engineering and finance to build and operationalize the product. Design simple and intuitive user interfaces through wireframes and mock-ups. Identify and develop technology partnerships to strengthen the portfolio and accelerate the GTM. Collaborate with the partners to integrate their products and take them to our markets. Communicate the product solutions and offerings effectively internally and externally. Drive the sales enablement interventions to ensure product success. Analyze complex use cases and customer usage data to drive optimum product experience. Drive the product marketing strategy and provide product marketing with insights on key differentiators and messages. Manage all aspects of product lifecycle, including customer feedback, requirements, and issues. Evangelize the product internally and externally in various industry and customer forums. Drive adoption of product using various interventions. Required Skills: Overall 6+ years of experience with 3+ years of prior industry experience as a Product Manager in an Enterprise CCaaS domain. Strong knowledge of the CCaaS market, IVR, voice bot and its competitive landscape. Exceptional communication skills, both verbal and written, with a knack for storytelling. Self-starter with a positive and solution-oriented mindset. Demonstrated ability to work collaboratively and deliver in a multi-stakeholder eco-system. Analytical mindset and data driven. ability to gather and interpret data to make informed decisions. Benefits & Perks: Salary No Bar for right candidate Variable Pay-out Provident Fund Group Medical Insurance

Who we are? Founded in 2015, SmartPing is a specialized Enterprise & Tele Communications service provider that connects businesses with their consumers over telecom and internet channels. ONE-STOP-SHOP for integrated communication backed up by innovative and intelligent technical platforms for SMEs, MNCs, large enterprises & Government entities Job description We are seeking a dynamic Channel Sales Manager to drive growth and expand our market presence in CCaaS/Voice solutions. The ideal candidate will be responsible for developing and managing channel partnerships, fostering relationships with System integrators , Technology companies, and Channel partners to achieve sales targets in the designated region. Role: Channel Partner Manager/ Head (IC Role) Vertical: Voice/CCaaS Department: Sales Experience: 10+ years Employment Type: Full Time, Permanent Location: Gurgaon ( PAN India coverage) Roles and Responsibilities a)Partner Acquisition & Business Development: Identify, recruit and onboard new resellers, VARs, system integrators and telecom channel partners across India. Develop regional partnership strategies to drive business expansion in key markets. Ensure continuous pipeline growth through channel-driven lead generation and joint GTM initiatives. b)Partner Enablement & Sales Support: Conduct partner training sessions, workshops and sales enablement programs to enhance product knowledge. Provide partners with sales toolkits, pitch decks, pricing models and competitive positioning strategies. Work closely with partners to co-develop sales opportunities and close high-value enterprise deals. c)Revenue Growth & Partner Performance Management: Set and track partner sales targets, revenue goals and market expansion KPIs. Develop and implement incentive programs, commission structures and joint marketing plans to drive partner engagement. Monitor partner sales performance, identify gaps and take corrective actions to enhance productivity. d)Collaboration & Cross-Functional Coordination: Work closely with Sales, Marketing, Product and Customer Success teams to align channel strategies. Collaborate with Marketing to execute joint GTM campaigns, webinars and co-branded events. Ensure seamless coordination between technical support teams and partners for smooth service delivery. Required Skills & Experience: 10+ years of experience in Channel Sales, Partner Management, or Business Development in CPaaS, UCaaS, SaaS, or Telecom industries. Proven track record of building and scaling channel partner programs across multiple regions. Strong understanding of partner ecosystem dynamics, including resellers, system integrators and technology alliances. Experience in driving partner-led revenue growth and executing joint GTM strategies. Excellent relationship-building, negotiation and stakeholder management skills. Strong analytical skills to track partner performance and optimize channel sales strategies. Ability to work in a fast-paced, high-growth environment and manage multiple partner engagements simultaneously. Educational Qualifications: Bachelors/ Masters degree or equivalent.

Job Title: Senior Dynamics 365 Functional & QA Lead Job Summary: Under the dual hats of D365 CE Functional consultant & QA consultant one will be responsible for bridging the gap between business requirements and the technical implementation of customer projects along with executing QA activities with flexibility to switch between roles within a project or across projects. This role requires one to be proficient in one of the 3 modules of CRM Customer Service, Sales and Marketing. Tasks include functional analysis, solution design, configuration, and quality assurance activities and play a key role in timely delivery and quality deliverables. The person should be eager to learn and deliver in areas of Copilot Studio, CCaaS, SharePoint, Azure Integration, Data which have been an integral part of few to many CRM projects. Responsibilities: Functional Responsibilities: Participate in requirements gathering sessions with business stakeholders to understand their needs and translate them into clear and concise functional specifications. Analyze business processes and identify opportunities for optimization and improvement through Dynamics 365 functionalities. Design and document functional solutions within Dynamics 365, including configurations, power automate, business rules, and integrations. Perform gap analysis between business requirements and out-of-the-box Dynamics 365 capabilities, recommending appropriate customizations or workarounds. Configure and customize Dynamics 365 modules (e.g., Sales, Service, Marketing, etc.) based on documented requirements. Participate in solution design discussions with technical teams, ensuring functional requirements are understood and implemented correctly. Create and maintain functional design documents, user stories, and process flows. Provide functional expertise and support to development and testing teams throughout the project lifecycle. Assist with user training and the creation of user documentation. Stay up-to-date with the latest Dynamics 365 features and functionalities. Quality Assurance Responsibilities: Develop and execute comprehensive test plans, test cases, and test scripts based on functional specifications and business requirements in Azure DevOps or similar tools. Lead and coordinate all phases of testing, including functional testing, system integration testing, user acceptance testing (UAT), and regression testing. Identify, document, and track defects using a designated bug tracking system like ADO Work closely with development teams to ensure timely resolution of identified defects. Participate in test environment setup and data preparation. Provide clear and concise test reports and summaries to stakeholders. Advocate for quality assurance best practices within the team. Contribute to the continuous improvement of the QA process. Potentially lead and mentor junior QA resources. Ensure adherence to quality standards and regulatory requirements. Facilitate and support User Acceptance Testing (UAT) with business users. Required Skills: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. 6- 12 years of progressive experience working with Microsoft Dynamics 365 in a functional and/or QA role. Strong understanding of core Dynamics 365 modules and their functionalities (e.g., Sales, Service, Marketing). Proven ability to gather and document business requirements effectively. Experience in designing and configuring Dynamics 365 solutions. Solid understanding of software testing methodologies and the QA lifecycle. Hands-on experience in creating and executing test plans and test cases. Proficiency in using bug tracking systems (e.g., Azure DevOps, Jira). Excellent analytical and problem-solving skills with a strong attention to detail. Strong communication (both verbal and written) and interpersonal skills, with the ability to interact effectively with both technical and business stakeholders. Ability to work independently and as part of a collaborative team. Strong organizational and time management skills, with the ability to manage multiple tasks and priorities. Nice-to Have Skills CCaaS Copilot Studio Customer Insights Playwright Automation

Company Summary Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the worlds most complex problems. Were committed to breaking down the barriers that prevent people from using bicycles more oftenfor transportation, recreation, and inspiration. Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride. Position Summary Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership. You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows. Key Responsibilities Serve as the primary administrator for our CCaaS platform (8x8). Collaborate with vendors and internal stakeholders to enhance contact center capabilities. Gather and document business requirements into functional and technical specs. Guide solutions through the full software development lifecycle in an Agile environment. Manage and configure call flows and IVRs. Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy. Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning. Support global teams on outcome-focused projects and collaborate across departments. Support infrastructure in managing gateways for our global Retail and Customer Care locations Drive testing, release management, and sprint planning activities. Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly. Create flowcharts, storyboards, and visuals to enhance system/user interface understanding. Maintain high standards of customer service, quality, and responsiveness. Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR). Required Qualifications Bachelor's degree in an IT-related discipline or equivalent experience. 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments. Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud). Excellent verbal and written communication skills; confident facilitator and interviewer. Expert notetaking and documentation skills. Experience managing vendor relationships and driving performance. Familiarity with Agile methodologies, sprint planning, and stand-up facilitation. Ability to manage multiple concurrent projects in a fast-paced environment. Working knowledge of testing and release practices. Experience in integrations with CRM and digital channels. Strong interest in AI, analytics, and reporting tools (Excel, Power BI). Nice-to-Haves Understanding the configuration Sip Trunks and Gateways Experience with Dynamics CRM integrations. Exposure to expense management, procurement systems, or reporting platforms. Familiarity with GDPR and other privacy laws. Passion for learning new technologies and improving business processes.