Job Description

• Product Management: Senior Business Consultant

Summary:-

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.

Required Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, Computer Science, or a related field.
• 10+ years of experience in a Product Analyst or Business Analyst role, with direct exposure to telephony or contact center platforms (e.g., Genesys, Cisco, Five9, NICE, Twilio).
• Experience in healthcare or health tech environments, understanding key workflows, privacy and compliance requirements.
• Strong analytical and problem-solving skills with the ability to interpret complex data and translate into actionable insights.
• Excellent communication skills; ability to collaborate with both technical and non-technical stakeholders.

Preferred Qualifications:

• Familiarity with electronic medical records (EMRs) such as Epic, Cerner, or Athenahealth.
• Knowledge of HIPAA, HITRUST, or similar compliance frameworks.
• Experience with customer journey mapping and contact center analytics tools.
• Working knowledge of Agile or SAFe methodologies.
• Experience with BI tools (e.g., Tableau, Power BI) or data analysis platforms (e.g., SQL, Excel).

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