ConnectOS
Schedule Monday - Friday (07:00 AM - 04:00 PM PHT) What are we looking for? Skills Required Experience: 5\+ years of experience as a Business Analyst and / or Project Manager, with a proven track record in enterprise software delivery or cloud migrations (experience in a Contact Centre / CCaaS environment is highly regarded). Technical Proficiency: Strong capability in process mapping (Visio, Lucidchart, Miro) and Agile project management tools (Jira, Confluence, monday.com). Domain Knowledge: Foundational understanding of contact centre dynamics (e.g. telephony, omnichannel workflows, CRM). Familiarity with Amazon Connect or AWS ecosystems is a massive plus. Problem Solving: A natural Innate Curiosity to dive deep into customer's enquiries, learn on the job, and go above and beyond to deliver exceptional experiences for our clients. Communication: Exceptional English verbal and written communication skills, with a demonstrated ability to translate complex technical jargon into clear, professional business updates for executive stakeholders. What will you do? Support discovery workshops with clients to elicit, analyse, and document comprehensive business and technical requirements. Map complex, multi-channel customer journeys, interactive voice response (IVR) structures, and contact centre workflows. Translate high-level business needs into clear, actionable functional specifications, user stories, and acceptance criteria. Develop and maintain project plans that align with client requirements, stakeholder availability, project dependencies and key delivery milestones. Author and maintain high-quality project artefacts, including Functional Design Documents (FDDs), data dictionaries, and operational playbooks. Ensure all solution documentation is maintained to build a robust internal knowledge base, ensuring long-term operational sustainability. Define the testing strategy and draft comprehensive test cases for User Acceptance Testing (UAT) and Production Verification Testing (PVT). Define the testing strategy and draft comprehensive test cases for User Acceptance Testing (UAT) and Production Verification Testing (PVT). Coordinate and facilitate UAT sessions with client stakeholders, managing defect tracking, prioritisation, and resolution workflows. Act actively during non-peak or deployment windows to perform PVT, validating that the live system meets all functional and performance criteria before final hand-off. Provides project delivery, governance and coordination support to Technical Delivery Managers, tracking milestones, identifying delivery risks, and proactively managing dependencies. Independently managing smaller implementation projects and workstreams. Manage the delivery of key project artefacts, including Project Status Reports and stage-gate approvals. Serve as a primary liaison between client business units and the Contacx technical engineering team to ensure alignment throughout the project lifecycle. Manage client expectations gracefully, ensuring clear communication in alignment with our core value of Unwavering Respect. JOIN CONNECTOS NOW! ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. Get the amazing chance to work for our client --- Australia's top supplier of office products for small and medium-sized businesses, students, and households, with a nationwide presence and over 3 billion dollars in revenue. \ JoinConnectOS \ ConnectOSCareers \ ConnectOSNonTech Equal Employment Statement Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.
ConnectOS
