Business Architect (Cloud Contact Center)| Senior Consultant
Posted
Description
🎯 We are looking for a Business Architect - Senior Consultant with experience in business analysis and contact center solutions to join international projects focused on modern, 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.
This role is a good fit for someone who already has solid hands-on experience in contact center or CCaaS projects and is ready to take ownership of defined project deliverables while continuing to develop their consulting and solution design capabilities.
💼 What you bring:
- 3–5 years max 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, as this will be the main language used in meetings, workshops and documentation
- Degree in Computer Science, Information Technology, Engineering or a related field is an advantage
- IIBA / IREB certification is a plus
- Native polish speaker and based in Poland