Experian's contact center technology team is looking for a Technical Product Expert with a background in contact center business intelligence, reporting, and analytics. Reporting to the Vice President of MCE Technology, you will lead the strategic delivery of BI capabilities for both existing processes and new technology projects. We are looking for someone who excels in presenting content. You have a track record in writing detailed product specifications and documentation, complex technical concepts to diverse audiences, and a high standard for quality. You will help enhance our contact center operations by defining metrics to improve efficiency.Main ResponsibilitiesProduct Development: Collaborate with engineering teams to develop BI solutions that integrate telephony (NICE), CRM (Salesforce), and imaging (iLinx) platform data to inform decision-making.Strategic Planning: Create a comprehensive product strategy for the contact center customer experience that aligns with organizational goals and customer needs.Partner Management: You will work with multiple teams, including executive leadership, engineers, and operations, to gather reporting requirements, set priorities, and communicate progress.Agile Methodology: Lead Agile ceremonies, such as sprint planning and backlog grooming, to ensure continuous delivery and iterative improvement of features.Ongoing Analysis: Conduct research to identify trends, opportunities, and risks, providing insights to guide analytical product development and positioning.Quality Assurance: Perform QA on reports to ensure accuracy and adherence to requirements.Performance Monitoring: Set goals to measure the success of our processes and use data-driven insights to implement continuous improvements and operational efficiencies.Documentation: Develop comprehensive product documentation.
