understand CRM, customer service, and operational requirements, facilitating workshops to elicit, analyse, and document business needs. Translate business requirements into detailed user stories, acceptance criteria, process flows, and functional specifications aligned with Pega best practices. Analyse and document end-to-end customer journeys, identifying opportunities to improve … customer interactions, automate manual processes, and streamline case management. Define business rules, decision logic, case lifecycles, personas, user interfaces, and workflow requirements within the Pega application. Collaborate with Solution Architects and Pega Developers to ensure business requirements are technically feasible and aligned with the Pega implementation approach. Support ...