CategoryAligned ResponsibilitiesIn-Depth Business AnalysisAnalyze telecom operations, troubleshooting workflows, and support processes to identify optimization opportunities. Translate business requirements into detailed workflow logic, decision points, and system behavior aligned with industry best practices.Solution Evaluation and BenchmarkingEvaluate workflow effectiveness using field feedback and operational insights; benchmark existing processes to identify improvements such as call deflection, automation, and enhanced customer experience.Technical Documentation and ArticulationDevelop and maintain comprehensive documentation including workflow designs, configuration details, methods & procedures (M&Ps), decision logic, and process flows to ensure clarity, consistency, and standardization.Product Research and AnalysisResearch and assess new tools, troubleshooting approaches, and workflow capabilities to support digital care and telecom operations, incorporating innovative methods ...