Role & responsibilities

- Translate business needs into functional requirements, user stories, acceptance criteria, and process flows.

- Act as the functional SME for Unified Communications, Telephony, Contact Center, and Subscription platforms.

- Support issue triage, root cause analysis, and solution definition.

- Analyze and support end-to-end workflows across UCaaS, CRM, CCaaS, integrations, and downstream systems.

- Partner with Product and Engineering teams on feature definition, UAT, release validation, and production readiness.

- Collaborate with Customer Care, Sales, Digital, and Finance teams for subscription lifecycle processes.

- Define reporting and data requirements to improve operational visibility and business traceability.

- Maintain functional documentation, process flows, and system artifacts.

- Support platform enhancements and production issue resolution.

- Work in Agile environments to drive successful product delivery.

Preferred candidate profile

- Bachelor's degree in Information Systems, Engineering, Computer Science,



or related field.

- 5+ years of experience as a Product Analyst, Business Systems Analyst, or IT Analyst.

- Experience with UCaaS platforms such as Zoom, RingCentral, Talkdesk, Genesys, NICE, or Five9.

- Hands-on experience with CCaaS platforms and Salesforce CRM (Sales Cloud / Service Cloud).

- Knowledge of subscription management, billing, entitlement, and digital product ecosystems.

- Experience with integration and middleware platforms.

- Strong skills in requirements gathering, user story creation, and acceptance criteria definition.

- Proven experience in UAT, production support, and platform enhancement initiatives.

- Solid analytical, problem-solving, documentation, and stakeholder management skills.

- Comfortable working in Agile/Scrum delivery environments.

- Exposure to messaging, automation, AI platforms, SMS, WhatsApp, or chatbot solutions is a plus.

📌 IT Product Analyst (Hyderabad)
🏢 Deloitte US-India Offices
📍 Hyderabad