Job highlights

- Experience in UAT,functional testing,Agile / Scrum,and Jira or similar tools. . Understanding of CRM and contact centre integrations

- Required Skills

- Experience with requirements gathering,BRD / FRD,user stories,acceptance criteria,and process mapping. . Strong stakeholder management,communication,analytical,and problem-solving skills. . .

Product Management

- Define product vision, roadmap, business priorities, and feature requirements for contact centre solutions.

- Gather business needs and translate them into product features, user stories, and acceptance criteria.

- Manage product backlogs, prioritize enhancements, and coordinate product releases.

- Collaborate with engineering, UX, operations, and business stakeholders to deliver product improvements.

- Monitor product performance, customer experience metrics, adoption, and operational efficiency.

- Identify opportunities for automation, digital transformation, and omnichannel customer engagement.

Business Analysis

- Conduct stakeholder interviews, workshops, and requirement-gathering sessions.

- Prepare Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), process flows, and user stories.

- Analyze existing contact centre processes and identify gaps and opportunities for improvement.

- Define functional requirements for IVR, ACD, CTI, call routing, agent desktops, and CRM integrations.

- Coordinate functional testing, User Acceptance Testing (UAT), defect resolution, and implementation.





- Work with technical teams to ensure requirements are correctly interpreted and delivered.

- Support change management, documentation, and post-implementation reviews.

Contact Centre Domain

- Understand contact centre operations, including inbound and outbound calling, agent workflows, queues, and escalation processes.

- Work with omnichannel solutions covering voice, email, chat, messaging, and other customer interaction channels.

- Support integrations with CRM and customer service platforms.

- Contribute to improvements in customer satisfaction, First Call Resolution (FCR), Average Handling Time (AHT), and service levels.

Required Skills

- Experience in Product Management, Product Ownership, or Business Analysis.

- Strong understanding of Contact Centre, Call Centre, Customer Experience (CX), or Contact Centre as a Service (CCaaS) solutions.

- Knowledge of IVR, ACD, CTI, call routing, queues, agent desktop, and omnichannel workflows.

- Experience with requirements gathering, BRD/FRD, user stories, acceptance criteria, and process mapping.

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

- Experience in UAT, functional testing, Agile/Scrum, and Jira or similar tools.

- Understanding of CRM and contact centre integrations.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Product Management / BA (Contact Centre) (Bengaluru)
🏢 Redolent
📍 Bengaluru