Teams at Miratech

Support the Five9 Dialer product roadmap by gathering requirements, managing the backlog, writing user stories, coordinating Agile delivery and releases, supporting UAT, monitoring contact center metrics, troubleshooting platform issues, and improving dialing strategies, agent effectiveness, customer interactions, compliance, and operational outcomes.

Supports the Workforce Management product roadmap, backlog prioritization, Agile ceremonies, requirements gathering, platform enhancements, testing, releases, and adoption. Analyzes forecasting, scheduling, staffing, and operational processes to identify improvements. Monitors KPIs and customer feedback, develops documentation and training materials, coordinates with vendors and cross-functional teams, and contributes to automation and continuous optimization of Verint-based workforce management capabilities.

Support execution of the Workforce Management product roadmap by translating stakeholder requirements into user stories, prioritizing backlog, coordinating delivery, improving forecasting/scheduling staffing efficiency, monitoring KPIs, assisting testing and release management, creating documentation and training, and partnering with vendors and teams to troubleshoot and automate processes.