Business Analyst

Customer Support Technology Platform Engineering

Payrate: $54.63 - $54.63/hr. We are looking for a highly motivated individual to join our Customer Support Technology Platform Engineering team. This role is a bridge between customer support operations, product managers, architects, engineering teams, and third-party technology vendors. The ideal candidate will have experience in delivering modern web-based enterprise applications, managing complex integrations, defining technical product requirements, and driving execution for platform modernization initiatives.

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.

Qualifications:

• 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.

Desired Skills:

• 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.

Pay Transparency: The typical base pay for this role across the U.S. is: $54.63 - $54.63/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.