Deloitte

Business Architect (Cloud Contact Center)| Senior Consultant

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SeniorHybryda·GdańskFull-time

#274171·Dodano 9 miesięcy temu·1

Źródło: nofluffjobs.com

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Tech Stack / Keywords

Business analysisCloudAgile JiraStakeholder managementDegree

Podsumowanie oferty

As a Business Architect, you will work on international CCaaS and customer experience transformation projects focused on cloud-based customer service environments. You will work with business stakeholders, architects and technical teams to understand business needs, improve contact center processes and translate requirements into practical solution designs using cloud technologies.

Wymagania

3–5 years maximum of relevant experience in business analysis, process design, technology consulting or contact center transformation.
Hands-on experience with contact center or CCaaS solutions, such as Amazon Connect or comparable platforms.
Good understanding of contact center processes, including IVR, routing, reporting, integrations and customer journeys.
Experience gathering, documenting and managing business and non-functional requirements.
Experience creating process flows, customer journeys, requirements documentation or supporting solution diagrams.
Exposure to technology implementation, cloud or digital transformation projects.
Experience working in Agile delivery environments and with tools such as Jira.
Ability to understand business challenges and translate them into clear requirements for technical teams.
Strong communication and stakeholder management skills.
Fluent English, used as the main language in meetings, workshops and documentation.
Native Polish speaker.
Based in Poland.
A degree in Computer Science, Information Technology, Engineering or a related field is an advantage.
IIBA / IREB certification is a plus.

Obowiązki

Gather and document business and non-functional requirements with clients and internal teams.
Analyse existing contact center processes and help design improved workflows and customer journeys.
Create process maps, requirements documentation and supporting system, integration and interface diagrams.
Translate business needs into clear and actionable requirements for architects, developers and other technical specialists.
Manage and refine requirements using Agile methodologies and tools such as Jira.
Participate in client workshops, requirements sessions and solution discussions.
Work closely with architects, developers and AI specialists throughout project delivery.
Support the implementation of CCaaS solutions by helping ensure delivered functionality aligns with agreed business requirements.
Take ownership of defined project deliverables and contribute to their successful completion.
Share ideas and recommendations that can improve customer experience and contact center operations.

Benefity

Work on international CCaaS and customer experience transformation projects.
Exposure to cloud, AI and automation-driven solutions.
Senior Consultant positioning with ownership of workstreams.
Collaboration with experienced consultants, architects and engineers.

Inne informacje

The candidate must be based in Poland.

Deloitte

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