IT Product Analyst – Unified Communications, Telephony & Subscriptions
Location: GCC
Type: Full-Time
Experience: 5–7 years
Reporting to: Kanchi Pandya
Role Summary
We are hiring an IT Product Analyst to support and scale our Unified Communications, Telephony, Contact Center, and Subscription platforms. This role partners with Product, Engineering, Operations, and Finance to translate business needs into clear system requirements, support complex multi-system workflows, and ensure stable, high-quality platform delivery across customer-facing and revenue-impacting systems.
Key Responsibilities
- Translate business needs into functional requirements, user stories, acceptance criteria, and process flows across UCaaS, telephony, contact center, and subscription platforms.
- Act as a functional SME for assigned systems, supporting issue triage, root cause analysis, and solution definition.
- Support end-to-end workflows spanning UC/telephony, CRM, CCaaS, integrations, and downstream platforms.
- Partner with Product and Engineering on feature definition, UAT, release validation, and production readiness.
- Work cross-functionally with Customer Care, Digital, Sales, and Finance teams on communication workflows and subscription lifecycle processes (purchase, provisioning, changes, cancellations, goodwill, refunds).
- Define and support reporting and data requirements to ensure operational visibility and business traceability.
- Maintain functional documentation and system process artifacts.
Required Qualifications
- 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 supporting enterprise platforms.
- Hands-on experience with one or more of the following:
- Unified communications / telephony platforms (UCaaS)
- Contact center platforms (CCaaS)
- CRM systems (Salesforce preferred)
- Subscription, billing, or entitlement platforms
- Integration/middleware tools
Core Skills
- Strong experience writing business requirements, user stories, and acceptance criteria
- Proven ability to analyze end-to-end system and integration flows
- Experience supporting UAT, production issues, and platform enhancements
- Strong problem-solving, documentation, and stakeholder communication skills
- Comfortable working in Agile delivery environments
Preferred Experience
- UCaaS/Telephony platforms (e.g., Talkdesk, Zoom, RingCentral, Genesys, NICE, Five9, etc.)
- Salesforce Sales & Service Cloud / Digital Channels
- Subscription or digital product environments
- Messaging, automation, or AI platforms (SMS, WhatsApp, bots)
