Job Description
• Lead business and functional requirements gathering from project inception through completion
• Work closely with technical teams (Solution Architects, Developers) to understand system capabilities and constraints
• Translate technical limitations into business-friendly language and align expectations
• Map and document:
o Business processes (e.g., call agent workflows)
o Functional processes (system functionality supporting the workflow)
o Technical processes (system integrations, login flows, handoffs)
• Create and maintain:
o Process flows and diagrams
o User stories and acceptance criteria
o Project documentation in JIRA and Confluence
• Participate in stakeholder meetings to identify risks, gaps, and roadblocks early
• Jump into projects at any phase and quickly assess what matters vs. what doesn’t
• Support systems such as:
o CRM platforms
o Call center and field service applications
o Custom internal applicatio...