Focus: Support AI-enabled digital service and contact center initiatives leveraging Knowledge Management, Vertex AI, and Google Contact Center technologies.
Key Responsibilities
Gather and translate business needs into explicit user stories and acceptance criteria.
Map comprehensive processes and data flows.
Facilitate stakeholder workshops.
Collaborate closely across cross-functional teams, including product, UX, content, data, and engineering.
Mandatory Qualifications & Skills
Experience with Google CCaaS (GCEX) and/or Vertex AI.
Solid expertise in requirements elicitation and documentation.
Proven workshop facilitation and journey mapping capabilities.
Proficiency with Jira and Confluence.
Deep expertise in knowledge management platforms.
Key Deliverables
Documented requirements and use cases
Detailed process maps
Impact analyses aimed at enabling scalable self-service and agent-assist capabilities
📌 Business Analyst Brampton
🏢 Yochana
📍 Brampton
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