Business Architect (Cloud Contact Center)| Bulgaria

Deloitte is seeking a Business Architect for international projects delivering cloud-based contact center solutions enhanced with AI. The role involves working on technology-driven projects, ideally in cloud or digital transformation with exposure to cloud, AI, and automation-driven solutions.

• 3-5 years of experience in business analysis, process design, or consulting roles
• Degree in Computer Science, Information Technology, Engineering, or related technical field is an advantage
• Hands-on experience with contact center solutions (e.g., Amazon Connect or similar CCaaS platforms)
• Solid understanding of contact center operations including IVR, routing, reporting, integrations, and customer journeys
• Fluent English (primary working language for meetings, workshops, documentation)
• Proven experience in technology-driven projects, ideally in cloud or digital transformation
• Experience working in Agile delivery environments
• Strong communication, facilitation, and stakeholder management skills
• Ability to structure complex problems and translate into clear, actionable designs
• IIBA / IREB certification is a plus

• Lead and conduct business and non-functional requirements gathering with clients and internal teams
• Design to-be process maps, workflows, and customer journeys for modern contact centers
• Create system context, integration, and interface diagrams supporting CCaaS solutions
• Manage and refine requirements using Agile methodologies and tools such as Jira
• Collaborate closely with architects, developers, and AI specialists to ensure feasibility and alignment
• Support workshops, solution discussions, and design decisions with strong business and operational insight
• Act as a trusted partner for stakeholders across business and technology teams