Product Analyst(Contact Center)

We are seeking a Product Analyst with a strong background in Telephony systems, Contact Center technologies, and the healthcare industry to join our product team. This role plays a critical part in shaping the tools and technologies that improve patient and provider communication, operational efficiency, and customer satisfaction. As a Product Analyst, you’ll act as a bridge between business stakeholders, technology teams, and end-users. You’ll gather and analyze data, define product requirements, and support the delivery of solutions aligned with strategic business goals in the healthcare domain. Key Responsibilities: Analyze and document business needs related to telephony and contact Center operations in a healthcare environment. Collaborate with cross-functional teams (Product Managers, Engineers, UX Designers, Operations) to define and refine product requirements. Conduct gap analysis, process mapping, and identify areas of improvement in current communication workflows. Evaluate performance metrics and KPIs for telephony and contact center systems; provide actionable insights and recommendations. Assist in roadmap planning and prioritization based on business value, technical feasibility, and regulatory requirements. Work with vendors and internal IT to support telephony integration (e.g. VoIP, IVR, ACD, CTI) within healthcare systems such as EMRs, CRMs, and patient portals. Ensure compliance with HIPAA and other relevant regulations in all contact center product solutions. Conduct user acceptance testing (UAT) and support product launches and rollouts.