Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Certification
WEBSITES, PORTFOLIOS, PROFILES
Timeline
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Quintell Foster

Detroit,MI

Summary

Innovative and strategic Senior Product Manager and Business Analyst with over 8 years of experience delivering enterprise-grade digital solutions across fintech, cloud contact center, and network engineering domains. Proven ability to lead cross-functional teams in agile environments to develop scalable software products and modernize legacy infrastructure. Expert in front-end & back-end software development, AWS Connect, and SAFe Agile frameworks, with a deep focus on customer experience, systems integration, and stakeholder value delivery.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Product Manager | Business Analyst

AKKODIS
05.2022 - 01.2025
  • Served as subject matter expert for AWS Connect Cloud Contact Center systems and provide expertise for AWS Connect integrations and product development for U.S Banks mortgage and retail banking industry.
  • Facilitated daily stand-ups, sprint planning, and retrospectives for a 10-member cross-functional team, improving sprint delivery consistency by 25% over 12 months.
  • Facilitate regular stakeholder meetings with business leaders to gather detailed requirements and specifications for enterprise contact center solutions.
  • Led the analysis and documentation of business requirements for assisted service workflows to enable seamless escalation from self-service tools to live agent interactions.
  • Oversee product development roadmap for contact center technology including feature enhancements, tech debt, and new product launches.
  • Responsible for the development, execution, and maintenance of functional UAT test cases for multiple enterprise level contact center technologies using both manual and automated testing methods.
  • Responsible for the creation of wireframes, conversation designs, and business process mapping for software application products using tools such as Figma, Visio, VoiceFlow, Cyara, JIRA, and LucidChart.
  • Effectively collaborated with engineering teams and business stakeholders to ensure successful product launches.
  • Collaborated with cross-functional stakeholders to translate company-wide OKR’s into team-level initiatives.
  • Leveraged data from internal stakeholder interviews, customer feedback surveys, system usage/performance metrics to guide feature prioritization and identify new opportunities.
  • Maintained accurate records and release notes for all product changes and updates.
  • Experienced in creating comprehensive product documentation for R&D, Statement of Work, Request for Proposal/Request for Information, Feasibility Study, Business Requirements Document, Use Case Specifications, System Requirements Specifications, Technical Specifications Document, Test Cases, User Acceptance Testing Plans, Training & Support material.

Product Owner | Network Engineering Analyst

ROCKET MORTGAGE
11.2019 - 05.2022
  • Served as the Network Engineering Product Owner, using my technical expertise to manage complex, multi-disciplinary projects.
  • Led business analysis on full on-premises data center modernization project, including firewalls migration, load balancer migration, telecommunications systems migration, internet accessibility, inter-connectivity, network segmentation, switching scalability, server expansions, monitoring and observability.
  • Integrated SharePoint with Agile tools (e.g., JIRA, TFS) to streamline sprint documentation, team updates, and dashboard reporting to more efficiently.
  • Led business analysis for the migration from Genesys on-premises to Genesys Cloud CX, including requirements gathering, gap analysis, stakeholder alignment, and end-to-end documentation of contact center workflows, business logic, and routing strategies.
  • Designed and implemented automated billing models for managed services using telemetry data, increasing invoicing accuracy and reducing SLA violations by 30%.
  • Facilitated OKR adoption by implementing goal-tracking frameworks, increasing goal transparency and accountability.
  • Scrum Master, supporting 15 engineers by eliminating roadblocks to facilitate the on-time delivery of solutions.
  • Acted as liaison between technical teams and non-technical stakeholders to ensure transparent communication and shared understanding of priorities, regularly updating stakeholders on progress toward milestones.
  • Created and maintained product roadmaps for enterprise network modernization projects, driving on-time and within-budget delivery.
  • Coached a Network Engineering team of 15+ members in adoption of the SAFe framework, providing ongoing guidance on SAFe best practices and principles throughout the entire project life cycle.
  • Coordinated and led all agile ceremonies, ensuring high-value solution delivery to the enterprise.
  • Integrated Power Platform tools with existing Microsoft 365 and Agile environments to enhance collaboration, reporting, and process automation.
  • Created and maintained documentation for system ownership
  • Delivered measurable improvements in network performance and reliability by driving initiatives based on real-time metrics and incident data.

Senior Digital Product Analyst

VACO
11.2018 - 11.2019
  • Led end-to-end lifecycle development of Digital Deal solutions for Dealer System Provider (DSP) customers, from conceptual design to production rollout.
  • Contributed to the design and development of a new enterprise application by defining UI/UX requirements, mapping complex data workflows across systems, and collaborating with cross-functional teams to implement API integrations with external vendor and partner platforms.
  • Coached a 20+ member cross-functional development team during a shift to the Scrum Agile framework.
  • Documented solution designs through high-level flowcharts, wireframes, use cases, user stories, and functional requirements.
  • Coordinated and facilitated Scrum ceremonies, including Sprint Planning, Daily Stand-ups, Retrospectives, Demos, Story Grooming, and Release Planning for up to three product teams.
  • Collaborated cross-functionally with product teams, developers, QA, operations, sales, and marketing to ensure seamless delivery and adoption of solutions.
  • Coordinated implementation efforts with internal development teams and external partners, driving successful product launches and customer onboarding.
  • Participated in product pricing strategy and contributed to go-to-market planning and marketing content development.

Product Owner | Business Analyst

ROCKET MORTGAGE
02.2017 - 11.2018
  • SME for contact center technologies including application and system integrations; CTI, IVR, dialer management, call routing, messaging, WFM/Workday, and CRM/Salesforce technologies.
  • Facilitated collaboration between stakeholders and cross functional teams to ensure clarity in project requirements.
  • Successfully supported the migration and upgrade of multiple contact center technology platforms including Genesys on-prem to cloud, Conference/Meeting platform, reporting, call routing and call recording.
  • Constructed comprehensive conversational flow diagrams and business process diagrams that clearly outlined all business and technical use cases for integrations with Salesforce, Genesys Voice, Avaya & AWS Connect platform;
  • Designed and optimized customer journey flows supporting live agent assistance, including routing logic, self-service/IVR fallbacks, and escalation triggers.
  • Created client-focused technical strategies using modern technologies, enterprise best practices, and in alignment with company OKR’s.
  • Very successful with applying SAFe principles throughout the entire product lifecycle.
  • Managed work in-take and prioritized backlog for key enterprise-level contact center applications/products using Microsoft TFS.
  • Functioned as acting Team leader and Scrum Master, identifying and resolving bottlenecks daily to sustain team momentum and completion of sprint objectives.
  • Coordinated and monitored product rollout and change management to ensure seamless production deployment with minimal customer impact or downtime.

Application Support Analyst | Business Systems Liaison

AMROCK
09.2015 - 02.2017
  • Provided end-to-end support for enterprise title, appraisal, and escrow application, ensuring high availability, performance, and compliance with business operations.
  • Collaborated with cross-functional development teams to support and enhance integrations between enterprise systems and external partners/clients, including APIs, databases, and third-party services.
  • Partnered with product and development teams to gather requirements, validate functionality, and test new feature enhancements aligned with business objectives.
  • Led testing efforts for application updates and integrations, including test planning, regression testing, UAT coordination, and issue resolution.
  • Investigated and resolved complex production issues, performing root cause analysis and implementing sustainable solutions to minimize recurrence.
  • Champion efforts to identify and prioritize technical debt by creating user stories and acceptance criteria, collaborating with engineering and architecture teams to drive resolution.
  • Created and maintained documentation for system processes, data flow diagrams, and technical specifications for onboarding, knowledge transfer, and technical support.
  • Site Administrator for Confluence and SharePoint sites for documentation, project tracking, and team collaboration.
  • Acted as a liaison and subject matter expert between business stakeholders and IT teams to ensure seamless communication and alignment on application performance and improvement initiatives.

Education

Bachelor of Science - Business Administration & Information Systems

Wayne State University
Detroit, MI
08.2014

Skills

  • Product & Project Management- Agile / SAFe / Scrum Frameworks, Roadmap Planning, Stakeholder Communication, OKR’s, Jira, TFS, ADO
  • Technical Expertise- AWS Connect, Genesys Cloud CX, IVR/CTI, VoiceFlow, Cyara, CRM, API Integrations, Microsoft Power Platform, Figma, LucidChart
  • Business & Process Analysis- Business Requirements Gathering, Use Case Documentation, UAT/Test Cases, Data Mapping, System Workflows, Feasibility Studies
  • Soft Skills- Strategic Thinking, Communication, Coaching & Mentorship, Process Innovation & Improvement, Team Leadership

Affiliations

  • Mentor-Rhonda Walker Foundation-2014-Current
  • Student Athlete (Basketball), Wayne State University, 2008 - 2009

Certification

  • Michigan Substitute Teacher License, 2024-Current
  • Product Strategy Certificate, Northwestern University, 2023-05
  • SAFe 5 Product Owner/Product Manager

WEBSITES, PORTFOLIOS, PROFILES

http://www.linkedin.com/in/quintellfosterprofile

Timeline

Product Manager | Business Analyst

AKKODIS
05.2022 - 01.2025

Product Owner | Network Engineering Analyst

ROCKET MORTGAGE
11.2019 - 05.2022

Senior Digital Product Analyst

VACO
11.2018 - 11.2019

Product Owner | Business Analyst

ROCKET MORTGAGE
02.2017 - 11.2018

Application Support Analyst | Business Systems Liaison

AMROCK
09.2015 - 02.2017

Bachelor of Science - Business Administration & Information Systems

Wayne State University

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