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.
Robust 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