Requirements Gathering AnalysisConduct stakeholder interviews, workshops, and process mapping sessions to capture current-state and future-state requirements.Analyze business processes related to customer service, case management, routing, and omnichannel engagement.Translate business needs into clear, actionable functional and non-functional requirements.Solution AlignmentCollaborate with Functional Consultants and Technical Architects to ensure solution design aligns with business goals.Document user stories, use cases, and acceptance criteria for Dynamics 365 Customer Service and Omnichannel features.Participate in design reviews, ensuring requirements are accurately reflected in the system configuration and integrations.Testing ValidationSupport creation of test scenarios and scripts for UAT and system testing.Coordinate with users to conduct UAT, gather feedback, and support issue resolution.Validate that delivered solutions meet user expectations and documented requirements.Communication DocumentationAct as a liaison between business stakeholders and delivery teams throughout the project lifecycle.Prepare and maintain detailed project documentation, including process flows, requirements traceability matrices, and training guides.Support change management by helping prepare training materials and communication plans for user adoption.Project SupportSupport the Project Manager with progress updates, risksissues, and status reporting.Monitor Microsoft roadmap updates for Dynamics 365 Contact Center and assess relevance to business objectives.Provide insights to optimize contact center processes using best practices and available technologies.