IT Product Analyst

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.
• Strong 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.