About CCaaS
The CCaaS (Contact Centre as a Service) team is composed of specialized roles working together to deliver robust, scalable, and innovative contact center solutions. Each role brings unique expertise and responsibilities to ensure our platform meets business objectives and exceeds client expectations.
Team Roles
Section titled “Team Roles”Business Systems Analyst
Section titled “Business Systems Analyst”- Aligns technology with business objectives to improve productivity and performance.
- Gathers and documents requirements, maps journeys, and designs flows.
- Creates epics, user stories, and automated test workflows.
- Schedules and validates UAT sessions with clients.
- Manages stakeholder relations and participates in CAB/client demos.
- Conducts strategic analysis, including automation and AI solutions.
- Maintains naming conventions and documentation standards.
- Provides training and monitors project progress and metrics.
- Collaborates with IT for seamless system integration.
- Identifies and architects solutions to remove technical debt.
Solutions Analyst
Section titled “Solutions Analyst”- Ensures technological solutions function effectively and sustainably.
- Manages incidents and processes enhancement requests.
- Administers CCaaS systems and manages their lifecycle.
- Executes automated/manual testing for enhancements and defects.
- Maintains knowledge base articles for systems administration and end-users.
- Conducts root cause analysis and implements preventive measures.
- Trains and supports the service desk.
- Collaborates with vendors for technical issue resolution.
- Manages and develops telephony systems.
Integration Engineer
Section titled “Integration Engineer”- Integrates CCaaS with enterprise, cloud, and client systems.
- Manages the CI/CD pipeline lifecycle.
- Develops automated test workflows and supports client demos.
- Maintains integration documentation and best practices.
- Audits integration processes for security compliance.
- Collaborates with the security team to mitigate vulnerabilities.
Cloud Engineer
Section titled “Cloud Engineer”- Builds and manages a robust, scalable cloud platform for omnichannel interactions.
- Develops and maintains contact center solutions and tool sets.
- Supports client demos and manages CI/CD pipeline usage.
- Implements cloud cost optimization and performance tuning.
- Conducts edge capacity planning and enhances deployment processes.
Manager
Section titled “Manager”- Oversees development and ITIL processes, stakeholder relations, and governance.
- Manages resources and capacity planning.
- Develops and implements team performance metrics and KPIs.
- Fosters a culture of continuous improvement and innovation.
- Conducts regular one-on-one meetings for feedback and support.