Job Description

Note We are looking for 1st preference USC & 2nd GC candidates and also all resumes must be 100% prescreened also must have excellent commutations skills and must have Google CES application Knowledge .

Project Summary: Call Center Transformation from Contact Center to Google CES. The key objective this transformation is intended to address current limitations such as long customer wait times, inconsistent service quality, and high operating costs. The proposed solution is to enhance the contact center platform by adopting Google Cloud Customer Experience Solutions (CES) ultimately leading to a more efficient and effective contact center operation.

Technology Analysts: 2 Resources

Location Find candidates in NY/NJ/PA ( Works with Remote possibility of very limited travel to Bethpage, NY)

Requirements Elicitation and Analysis

• • Conduct requirements gathering sessions (S), backlog grooming, stakeholder interviews, and functional documentation.
  • Knowledge of Google CES application and related tools required
  • Model current and future-state business processes impacted by Google CE enhancements.
• Business-Technology Translation
  • Translate complex business needs into well-defined technical requirements and user stories for development teams.
  • Define acceptance criteria and support QA/UAT teams in test planning and execution.
• System Design & Business Alignment
  • Identify potential flaws or gaps in system design based on understanding of end-to-end business processes (S).
  • Provide design recommendations and solution proposals to resolve process inefficiencies or configuration challenges (S).
• Platform and Workflow Expertise
  • Maintain strong working knowledge of OneAgent, Contact Engine and integrated systems such as OneAgent/OneView features and configurations.
  • Understand how Google CES (CEP) integrates with systems such as OneView, Billing, and CRM; document integration requirements accordingly.
• Issue Management and Resolution
  • Analyze system issues and bugs; support triage, root cause identification, and validation of fixes related to workflows.
  • Maintain detailed logs of issue resolution and regression testing.
• Cross-Functional Collaboration
  • Collaborate closely with business SMEs, product managers, developers, architects, and testers to ensure shared understanding of solution requirements.
  • Participate in Agile ceremonies including sprint planning, refinement, and retrospectives.
• Release and Change Readiness
  • Contribute to release planning by documenting user-facing changes and business impacts.
  • Ensure change readiness by preparing communication briefs and supporting business training/adoption as needed.

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