Business Analyst - Omnichannel Experience & Transformation Department​​

T-Mobile Polska is hiring for their Omnichannel Experience & Transformation Department. The team works with Scrum and focuses on business analysis and product maintenance, addressing customer needs and embracing challenges.

• Excellent analytical skills with the ability to prioritize and complete tasks effectively.
• Proven experience in requirements analysis, process mapping, and functional documentation.
• Strong facilitation, presentation, and negotiation skills.
• Excellent communication skills in English.
• Initiative and ability to work independently and make decisions.
• Practical knowledge and ability to make designs using BPMN.
• Ability to initiate actions independently, identify problems and seek solutions, and consistently strive to achieve set goals.
• Open, communicative, accurate, patient, and determined.

Nice to have:

• Knowledge and ability to visualize analysis into readable diagrams using UML notation (Activity Diagrams, Sequence Diagrams, Use Cases).
• Familiarity with contact center platforms (e.g., Sprinklr, Genesys).
• Experience with process automation, AI, chatbots, or API integrations.
• Knowledge of cloud technologies and CRM systems.

• Design end-to-end customer journeys for new and existing features and products.
• Create prototypes to visualize proposed solutions and obtain early feedback from stakeholders.
• Gather and document requirements and translate them into clear user stories and acceptance criteria.
• Plan, run, and facilitate workshops.
• Assess source documentation from customers.
• Cooperate closely with business stakeholders on Go to market topics.
• Provide estimates for future analysis work.
• Analyze and document business and technical requirements related to the contact center platform.
• Map and optimize contact center processes including phone, chat, email, and social media channels.
• Collaborate with project teams, solution architects, business stakeholders, and end-users.
• Create use cases, user stories, process diagrams, and functional documentation.
• Identify opportunities for automation and process improvements.