Business Product Advisor

Business Application Advisor

We are seeking an experienced and motivated Business Application Advisor to support the development, optimization, and ongoing evolution of our Contact Center as a Service (CCaaS) solutions. This role focuses on providing subject-matter expertise, business guidance, and application insight to ensure the CCaaS platform aligns with business objectives and delivers exceptional customer experiences.

The Business Application Advisor will work closely with development teams, architects, product stakeholders, and cross-functional partners to provide application direction across the CCaaS lifecycle. The role requires a strong understanding of contact center technologies and the ability to translate business needs into effective application solutions.

Business Alignment & Advisory

• Provide expert guidance to ensure CCaaS applications align with business objectives, customer experience strategy, and operational requirements.
• Define clear application outcomes and success measures in collaboration with business and product stakeholders.
• Provide constructive feedback and recommendations to support continuous improvement in platform capability and delivery outcomes.
• Promote a collaborative, innovative, and improvement-focused working culture across cross-functional teams.

Platform Strategy & Roadmap

• Contribute to the development and execution of the CCaaS platform roadmap, ensuring alignment with business goals and customer needs.
• Advise on feature prioritization, enhancements, and technical capabilities in partnership with product management and stakeholders.
• Stay current with industry trends, emerging technologies, and CCaaS best practices to inform platform evolution and innovation.
• Support business cases and investment decisions related to CCaaS capabilities and enhancements.

Application Development & Operations

• Provide oversight and guidance across the design, development, implementation, and maintenance of CCaaS applications.
• Ensure CCaaS solutions are reliable, scalable, secure, and compliant with enterprise standards.
• Monitor application performance and proactively identify risks, issues, and improvement opportunities.
• Advise on and support the integration of the CCaaS platform with enterprise systems, including CRM platforms (e.g., Salesforce, Microsoft Dynamics) and other third-party applications.
• Support and guide Agile delivery practices, including sprint planning, reviews, and retrospectives, to ensure effective and timely delivery.

Vendor & Stakeholder Engagement

• Act as a key advisor in managing relationships with CCaaS vendors and technology partners.
• Ensure vendor solutions and services meet agreed functional, technical, and service quality expectations.
• Serve as a primary liaison between technical teams and internal stakeholders, providing clear and regular updates on application status, delivery milestones, risks, and dependencies.
• Support governance, reporting, and decision-making forums with application insights and recommendations.

Key Skills & Competencies

• Strong understanding of CCaaS platforms and contact center technologies.
• Proven experience advising on enterprise business applications and digital platforms.
• Solid knowledge of system integration, CRM platforms, APIs, and third-party services.
• Experience working in Agile delivery environments.
• Strong stakeholder engagement, communication, and influence skills.
• Analytical and solution-oriented mindset with a focus on business value.
• Ability to operate effectively without direct authority, influencing through expertise and collaboration.

Qualifications & Experience

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent experience.
• 5–6 years' experience in business application advisory, product support, or enterprise application roles.
• Experience working with CCaaS or customer experience platforms in an enterprise environment.
• An advanced degree or relevant professional certifications are considered an advantage.