Job Description & Details
This is a specialized discovery and documentation role focused on large-scale contact center transformations within the Health Care & Life Sciences sector. If you enjoy deep-diving into operational workflows, mapping legacy processes, and bridging the gap between business stakeholders and technical architects rather than writing code, this gig is right up your alley.
What You'll Actually Be Doing
You'll spend your days acting as the investigative backbone for a major contact center overhaul. Expect to lead a barrage of discovery workshops, interviews, and working sessions with operations leaders, agents, and technical SMEs. Your primary goal is to map out the current-state environment—meaning you'll be dissecting messy IVR structures, routing models, agent workflows, and customer journeys, then turning those insights into polished discovery artifacts for the downstream delivery teams.
The Core Tech Stack
While you won't be configuring platforms or writing code, you absolutely must know your way around Cloud Contact Center (CCaaS) ecosystems, specifically Amazon Connect. The team relies on your deep domain expertise in contact center operations, telephony configurations, and integrations to spot process gaps, operational pain points, and hidden dependencies that could derail the migration if left undocumented.
Interview Expectations
Expect the hiring manager to throw a complex scenario at you about dealing with uncooperative stakeholders during discovery workshops. They want to hear how you extract concrete business requirements when the client's current process is a chaotic, tribal-knowledge mess. You'll also likely be tested on your ability to translate ambiguous operational workflows into structured, technical documentation that architects can actually use.
Application Advice
Skip the generic corporate fluff and tailor your resume to scream 'discovery and documentation.' Make sure keywords like Amazon Connect, CCaaS, business analysis, customer journey mapping, and current-state assessment are front and center. Show concrete examples of complex process flows or operational assessments you've owned in past healthcare or enterprise environments to clear the ATS and catch the hiring manager's eye.