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  Understand back office processes and define the variables needed to identify required data sources

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  Analyze and automate the agent experience via Agentic AI together with a data project team, focusing on the tools and systems used in their daily work.

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  Conduct in-depth analysis and definition of agent needs for medium to very complex projects related to their workflow and tool usage.

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  Design, develop, and deliver solutions that enhance agent productivity and satisfaction, including documentation and communication.

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  Proactively identify and fill in gaps as soon as possible when engineers discover issues during process automation

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  Provide cost-effective solutions that:

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  Streamline agent workflows and processes

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  Enhance the agent experience while maintaining data integrity and compliance

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  Improve business performance through agent-centric process enhancements

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  Develop new tools and processes tailored to agent needs, plan and facilitate discussions, meetings, and working sessions with agents and stakeholders.

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  Demonstrate subject matter expertise in agent experience when explaining outputs to senior leaders.

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  Ensure open and ongoing communication to support change management, particularly for changes affecting agent workflows.
  Connect with process Subject Matter Experts (SMEs) and collaborate with engineers to ensure clear understanding of processes and requirements

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  Establish and maintain connections with the tech team and data resources from TELUS

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  Liaise within the team and interface with agents, team leads, technology partners, and vendors on cross-functional implementation activities

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  Lead process improvement aspects of projects or components of very complex projects

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  Create and manage project or work stream tasks, deliverables, and schedules

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  Provide constant reporting and updates to the Tech Lead and Project Manager on project status, progress, and blockers

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  Oversee process and system changes for agent-focused initiatives, including:

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  Requirements definition based on agent feedback and needs analysis

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  Business case development for agent experience improvements

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  Risk assessment and mitigation for changes to agent tools and processes

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  Stakeholder update presentations on agent experience initiatives

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  User interfaces and processes designed optimized for agent usability

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  Documentation of agent-facing tools and processes

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  Testing of new or updated agent tools

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  Communication on changes to agent workflows and tools

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  Cost/benefit analysis of agent experience improvements

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  Maintain awareness of industry trends and technology that could enhance agent experience and efficiency if implemented.

Requirements

Qualifications:

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  5+ years of experience in business analysis, preferably with a focus on user experience or agent-facing tools
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  Strong understanding of contact center operations and agent workflows
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  Experience understanding back office processes and defining data requirements
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  Experience with CRM systems, workforce management tools, and other common agent technologies
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  Proficiency in user experience (UX) design principles and practices
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  Strong analytical and problem-solving skills
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  Excellent communication and presentation abilities
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  Proven ability to collaborate effectively with SMEs, engineers, and technical teams
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  Proficiency in project management methodologies
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  Experience with data analysis tools and techniques
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  Ability to empathize with agent needs and translate them into technical requirements

Benefits