Join our Engineering team as an IT Product Analyst, playing a pivotal role in scaling our Unified Communications, Telephony, Contact Center, and Subscription platforms. This position offers the opportunity to collaborate closely with Product, Engineering, Operations, and Finance teams. You will be instrumental in translating complex business needs into actionable system requirements, managing multi-system workflows, and ensuring the delivery of stable, high-quality platforms for customer-facing and revenue-generating systems.

Our Engineering, AI & Data division is at the forefront of innovation, modernizing systems and implementing cutting-edge technology to drive financial performance, accelerate digital business, and foster growth. Become part of a team that empowers mission-critical solutions.

Transform business requirements into detailed functional specifications, user stories, and acceptance criteria for UCaaS, telephony, contact center, and subscription platforms. Serve as a subject matter expert for designated systems, actively participating in issue resolution, root cause analysis, and solution design. You will also support comprehensive workflows across UC/telephony, CRM, CCaaS, and integrated platforms, working with Product and Engineering on feature development and release validation.

Further responsibilities include collaborating with Customer Care, Digital, Sales, and Finance on communication workflows and subscription lifecycle management. You will also define and support reporting needs to ensure operational visibility and maintain essential system documentation.

We are seeking candidates with a Bachelor’s degree in Information Systems, Engineering, Computer Science, or a closely related field, coupled with a minimum of 5 years of experience as a Product Analyst, Business Systems Analyst, or IT Analyst supporting enterprise platforms. Hands-on expertise with UCaaS, CCaaS, CRM systems (Salesforce preferred), subscription/billing platforms, or integration tools is essential.

Core competencies include a proven ability to document business requirements and user stories, analyze system and integration flows, and support UAT and production issue resolution. Strong problem-solving, documentation, and stakeholder communication skills are vital, along with comfort in Agile environments. Preferred experience includes specific UCaaS/telephony platforms, Salesforce clouds, subscription environments, and messaging/automation/AI platforms.